Customer Service Team Lead, Safety Expert

2 days ago

Melbourne, Victoria, Australia Neuron Mobility Full time

About the Role

This role reports into the Head of Customer Service (CS) at Neuron Mobility. The CS Team Lead, Safety will manage a team of Specialists and all safety matters under the CS Team's Safety arm. He/she will be heavily involved in interfacing with other departments in order to drive the tasks required of this role.

Key Responsibilities

  • Manage, execute and enhance the incident management process that covers all ride incidents relating to Neuron's vehicles, ensuring seamless customer experience and minimizing downtime.
  • De-escalate situations skillfully and suppress any situations from media/council escalation, upholding the company's reputation and values.
  • Manage, execute and enhance the breach management system, including building processes and product automations, to optimize safety and efficiency.
  • Expertly manage safety user resolution and guide team members to understand concepts for application purposes, fostering a culture of continuous learning.
  • Create and track overall safety metrics to identify gaps in safety processes and recommend improvements or drive process efficiencies to improve various workflows.
  • Independently troubleshoot and liaise with other internal departments to fix issues and improve efficiency in relation to the safety sub-function, ensuring alignment with company goals.
  • Understand all work streams within the CS department and stay up-to-date with the latest developments and trends in the industry.
  • Follow company communications guidelines and procedures under minimal supervision, maintaining a high level of professionalism and discretion.
  • Build expert and dynamic knowledge of Neuron's service, staying ahead of the curve and identifying opportunities for growth and improvement.
  • Troubleshoot issues, manage and re-prioritize resolutions in a systematic, data-driven approach, ensuring timely and effective resolution of customer concerns.
  • Manage customized data requests for safety data, governing its data quality and control from a business perspective, maintaining the highest standards of integrity and accuracy.
  • Consistently work on process improvements and reporting updates to keep up with the company's fast-paced growth, driving innovation and excellence.
  • Effectively link user complaints, our product and technology to troubleshoot and provide insights to internal stakeholders from a user's perspective, fostering a culture of collaboration and continuous improvement.

Requirements

  • Expert negotiation skills to effectively manage conflicts and de-escalate situations.
  • Strong stakeholder management skills to build and maintain relationships with internal and external partners.
  • Strong communication skills, including active listening, understanding, and clear articulation to effectively convey complex information.
  • Ability to solve problems and alleviate conflicts or de-escalate situations tactfully, maintaining a high level of professionalism and discretion.
  • Ability to multitask, manage time, and competing priorities to meet deadlines and deliver results.
  • Able to work individually and as a team, fostering a culture of collaboration and continuous improvement.
  • Background in Customer Service, Psychology, or similar would be an advantage, but not required.
  • Curious, tenacious, and proactive to be able to think on their feet and adapt to changing circumstances.
  • Project and process management skills to drive innovation and excellence, ensuring timely and effective delivery of results.
  • Proficient in Microsoft Excel with basic logic understanding to analyze data and drive insights.
  • Strong managerial skills in ensuring team members are able to deliver quality work with scale, maintaining a high level of professionalism and discretion.

About Our Values

Make It Happen

We strive to deliver results with the highest impact and are committed to following through. We continuously optimize through collaboration to achieve the best collective outcomes.

Be Proactive

We seize the initiative and are always looking for continual improvement, for ourselves, our team, and the cities we serve. We relish the chance for action even if it leads us outside of our normal scope.

Trust Facts Over Opinion

Our decisions are evidence-based. We assess situations fairly, wherever possible using reason and logic rather than unverified opinions.

Stay Curious

We ask questions, challenge assumptions, learn from mistakes, and are ready to leave behind what we thought we knew.

Do More With Less

We understand that both time and resources are finite. We balance our priorities and think strategically about how we can maximize our impact and the return on investment.

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