Service Delivery Head

1 week ago

Melbourne, Victoria, Australia beBeeCustomerService Full time $86,267 - $105,197
Job Title: Service Delivery Head

Main Responsibilities:

As a key team member, you will play a vital role leading the customer service team across Australia and New Zealand. Your focus will be on our Network and Retail channel, ensuring that we deliver exceptional customer experiences.

You will have strong internal cross-functional relationships at both support office and network levels. Leading a highly energetic team, you will provide leadership, coaching, and accountability to direct reports, optimizing productivity and delivering first-class customer service.

  • KPI Focus: Ensure we meet or exceed agreed Service Level Agreements of the business.
  • Technology Enablement: Leverage technology to develop customer service KPIs, ensuring all team members optimize their productivity and deliver best-in-class customer service.
  • Awards and Recognition: Drive internal REACH and Service Awards programs, ensuring timely awards and certificates each month, quarter, and year.
  • Team Management: Utilize technology, such as Zendesk, to drive accountability among internal stakeholder teams for delivering exceptional customer experiences.
  • Inventory Management: Manage store and non-store stocktakes, meeting internal and external requirements.
  • Cross-Functional Collaboration: Collaborate with the Customer Service Manager – Trade to ensure the entire customer service team delivers a first-class experience for our three key customer groups (Network, Trade, and Retail).

About You:

We are seeking an experienced professional who possesses:

  • Call Centre Leadership Experience: Previous experience managing in a call centre environment.
  • Leadership Skills: Experience leading a high-energy team of 10-20.
  • Systems Knowledge: Systems experience using Zendesk.
  • Communication Skills: Outstanding communication skills.
  • Problem-Solving Ability: Problem-solving ability with the capacity to think critically.

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