Service Operations Manager
2 weeks ago
The role of the Service Operations Manager is to lead and manage a high-performing team, ensuring that customer service delivery meets operational excellence standards. This involves day-to-day management, leadership, and people management of team members.
About Us:
We are a not-for-profit, independent, and impartial dispute resolution service. We provide free, accessible, and informal dispute resolution to Victorian energy and water consumers. Our team comprises a Service Team, an Investigations Team, and a Quality & Service Excellence Team. We apply a fair and reasonable approach to all our work to ensure we are accessible, independent, fair, accountable, efficient, and effective.
Key Responsibilities:
- Lead and manage the Service Team to achieve high-quality customer service delivery and performance goals.
- Develop and implement strategies to improve customer satisfaction, reduce complaints, and enhance the overall customer experience.
- Provide strong leadership and people management to team members, motivating and inspiring others to achieve their best.
- Analyse and resolve complex interactions, providing guidance and support as required.
Requirements:
- Significant experience in leading high-volume customer service and contact centre functions.
- Knowledge of contact centre technologies and resource planning methodologies.
- Experience leading people and teams to meet performance goals, develop skills, and drive engagement.
- Strong process mindset and operational experience, with demonstrated ability to motivate and inspire others.
- Strong analytical and problem-solving skills, with attention to detail and quality.
- Ability to remain calm under pressure, determine workloads, set priorities, and complete tasks within specified timeframe.
- Experience in ombudsman schemes or complaint handling services.
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