Head of Customer Service Excellence

13 hours ago

Sydney, New South Wales, Australia HRS Group Full time
Job Description

We are seeking a highly skilled and experienced Head of Customer Service Excellence to join our team at the HRS Group.

About Us

The HRS Group is a pioneer in business travel, dedicated to elevating every stay through innovative technology. With over years of experience, our digital platform has transformed how companies and travelers Stay, Work, and Pay.

Our cutting-edge ecosystem connects corporations and suppliers, enabling seamless efficiency and automation. This sets us apart from the competition, delivering unparalleled value to our customers.

We redefined the online lodging experience with TravelTech, offering personalized content from selection to check-in. In FinTech, we introduced advancements like mobile banking and digital payments, streamlining interactions for travelers and hoteliers.

Our data-driven focus delivers value-added services and high-return network effects, creating substantial customer value.

As a leading company in the global Fortune list, serving over % of the market, we're committed to shaping the future of business travel.

Job Summary

This role requires a seasoned professional with experience as a Customer Service Centre Leader / Head managing a medium-sized team. You will oversee daily operations, ensuring service delivery standards are met and maintained.

You'll provide cost-effective, high-quality service within agreed SLAs & timelines. Setup operational metrics and targets, ensuring target achievement.

Responsibilities include workforce scheduling, effective shift operation management, and resource planning. You'll also take end-to-end responsibility of department operations, ensuring costs are within budget.

Maintain and develop individuals in the team, exceeding customer expectations. Identify opportunities to enhance the customer service experience and optimize operational effectiveness and efficiencies.

Represent the Customer Service Centre in customer business reviews and prospective client presentations.

Foster a culture of continuous improvement, innovation, and growth within the CSC.

Requirements

Previous Experience:

  • Customer Service Centre Leader / Head managing a medium-sized team

Education:

  • Bachelor's degree

Skills:

  • Strong analytical skills
  • Excellent knowledge and proficiency in managing resources in a dynamic environment and utilising Call-Centre-Technologies or other related specified software
  • Able to demonstrate continuous process improvement and innovation within a CSC

Preferred Skills:

  • Genesys, Zammad, Power BI experience (or equivalent systems)

Desirable Qualities:

  • Government and Insurance industries experience would be looked upon favourably
  • Experience dealing with 3rd party overflow support would be advantageous
  • Crisis management experience beneficial

Salary & Benefits:

The attractive remuneration package includes an estimated annual salary of €85,000 - €110,000 depending on experience. Additional benefits include all necessary work equipment and mobility, with an annual bonus structure in place.

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