Customer Experience Manager

6 days ago


Wodonga, Victoria, Australia North East Water Full time
Job Description

Job Title: Customer Experience Manager

Company: North East Water

Location: Regional Headquarters

Job Type: Full-time, Ongoing

Reports to: General Manager Customers and Culture

About the Role:

We are seeking a highly skilled and experienced Customer Experience Manager to join our Senior Leadership Team. As a key member of our team, you will be responsible for managing a team of dedicated customer service employees and ensuring that customers receive excellent service and support.

Key Responsibilities:

  • Oversee day-to-day operations and ensure high service quality
  • Drive continuous improvement to enhance our customers' journey
  • Analyse data and customer insights to inform actions and strategy
  • Report to the executive team and Board
  • Collaborate with stakeholders to achieve business objectives

Requirements:

  • Operational and strategic leadership experience in a contact centre/billing system and support environment
  • Dedication to maintaining excellent customer service standards
  • Strong analytical mindset for tracking and reporting on KPIs and regulatory standards
  • Proven ability to foster excellent working relationships with colleagues and stakeholders
  • Excellent communication, interpersonal, and presentation skills
  • Digital platform/channel experience (highly regarded)
  • Benefits realisation/impact assessment experience (highly regarded)

What We Offer:

  • A competitive total remuneration package (TRP) of $161,675 including superannuation
  • A monthly RDO and flexible work options
  • A comfortable and inclusive work environment

How to Apply:

Applications, including statements against the key selection criteria, must be submitted via the online application form. We are committed to creating a comfortable and inclusive environment for all candidates. If you require specific supports or modifications during the recruitment process, please contact us in advance so we can make any necessary adjustments.



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