Client Experience Director

6 days ago

Brisbane, Queensland, Australia beBeeIntake Full time $76,515 - $78,000
Job Title: Client Intake Manager

Industry Leader:

Job Description

The role of a client intake manager is to oversee the entire customer journey from initial inquiry to post-sales support, ensuring every interaction reinforces our reputation for excellence and expertise.

  • Manage the entire customer lifecycle, including the initial contact, needs assessment, solution design, implementation, and ongoing support.
  • Lead a team dedicated to providing exceptional service to a knowledgeable B2B clientele, requiring a blend of people leadership, process improvement, and deep understanding of customer needs in a technical industry.
Key Responsibilities:
  • Team Leadership & Development:
    • Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.• Manage the full employee lifecycle for your team, including recruitment, onboarding, training, performance reviews, and professional development plans.• Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate expert advice.
  • Customer Service Strategy & Process Improvement:
    • Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the entire customer experience and ensure alignment with company goals.• Analyse key performance metrics to drive operational efficiency within the customer service centre, implementing solutions to improve call handling times, first-contact resolution, and overall service quality.• Liaise closely with the technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a seamless unified response to customer expectations.
  • Technical Customer Relations & After-Sales Support:
    • Plan and implement robust after-sales service initiatives to proactively follow up on customer satisfaction, ensure the performance of supplied parts, and gather vital feedback.• Act as a key point of contact for escalated customer issues, utilising problem-solving skills and technical understanding to achieve satisfactory resolutions and maintain strong relationships.• Work collaboratively with service agents and internal organisational units to identify trends in customer feedback, modifying and improving service offerings to better serve the market.

As a client intake manager, you will play a critical role in shaping the customer experience and driving business growth.

This is an excellent opportunity for a skilled leader who can balance business objectives with customer needs.

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