National Student Experience Leader

7 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $80,000 - $155,000
Job Title: National Student Experience Leader

The National Student Experience Leader will oversee the student experience team in delivering exceptional customer service and executing non-academic student support services.

About You:
  • Proven leadership skills with a focus on management abilities
  • Excellent communication skills, both verbal and written
  • Computer proficiency in word and excel processing
  • Organisational and time management skills

A naturally outgoing person with exceptional influencing skills who can effectively lead teams to deliver exceptional customer service.

Key Responsibilities:
  1. National implementation of student experience across the full student lifecycle
  2. Ownership of the CRM system as our contact centre solution
  3. Measuring and meeting ALG service standards
  4. Leading campus teams to understand and execute exceptional customer service
Student Experience Strategy:
  • Designing and delivering an exceptional customer experience across campuses and the contact centre
  • Owning and championing the CRM system
  • Developing quality responses in the CRM through template development
  • Driving self-service capacity in the CRM through resource curation
Team Management and Leadership:
  • Managing team members across each campus
  • Providing regular support and feedback to team members
  • Ensuring KPIs are being achieved, including service standard KPIs

Be a role model demonstrating exemplary customer service and work closely with colleagues to achieve staff recruiting, onboarding and exit interview goals.

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