Customer Service Excellence Manager
1 month ago
Are you a motivated and experienced leader looking to drive customer service excellence in a dynamic environment?
About the RoleThis exciting opportunity is for a Service Delivery Manager to lead our 1800DEFENCE Service Delivery team based in Hobart. As a key member of the Defence Customer Service Network, you will play a crucial role in delivering high-quality customer service standards.
About Our TeamWe are part of the Australian Government Department of Defence, with over 16,000 civilians employed across Australia. Our Directorate of Customer Access Management enables Defence personnel to achieve their mission through delivery of key corporate services and support.
What You'll DoYou will be responsible for managing a team of approximately 20 service delivery officers, supporting operational hours of 1800DEFENCE and secondary channels. Your focus will be on building a high-performance service delivery culture, driving organisational change, and delivering measurable results.
Your Skills and Experience- Demonstrated experience in team management in a customer service or service delivery environment;
- Demonstrated experience in positively influencing the delivery of organisational change;
- Demonstrated ability to think critically, identify issues, and deliver continuous improvement activities aligned to strategic intent;
- Highly developed communication, organisational, and negotiation skills;
- Exceptional stakeholder engagement and liaison skills;
- Experience in working collaboratively across large and dispersed teams.
The role is based in Hobart, offering a unique opportunity to work in a dynamic contact centre environment. You will have the chance to balance and manage working arrangements within the team while working closely with our sister location in Cooma NSW.
What We OfferWe offer a competitive salary package, including an estimated $120,000 - $150,000 per annum, depending on experience. Additionally, we provide opportunities for professional development, a flexible work environment, and a positive working culture.
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