Customer Experience Team Leader

3 weeks ago

Perth, Western Australia ABN Group Full time

About ABN Group

We're a leading building, property, and finance company in Australia, making homeownership a reality for thousands. Our reputation for quality and care is built on over 45 years of success, with 1 in 4 customers referred by people who trust us.

Join our dynamic and collaborative culture, where engaged leadership and teams drive growth. As a Customer Experience Team Leader, you'll play a pivotal role in maintaining consistency, quality, and accuracy in our documentation process.

Key responsibilities include:

  • Lead the Construction CX team to provide an exceptional customer experience
  • Review and evaluate procedures for continuous improvement
  • Provide guidance, training, and development to the team to meet customer experience standards
  • Manage and collate reporting and tracking of team KPIs
  • Effectively roll out new procedures, facilitating weekly meetings and collaborating with stakeholders
  • Promote NPS and consider customer journey in all aspects of decision making
  • Support the Customer Experience Manager – Construction and contribute to overall strategy

Requirements

This position requires someone with a continuous improvement mindset and ability to influence and deliver ABN's commitment to a positive customer experience. You'll also need:

  • Leadership capabilities with the ability to motivate, manage, and provide clear direction
  • Customer-centric mindset and passion for providing excellent customer experiences
  • Exceptional communications skills with ability to clearly articulate to various audiences
  • Demonstrated ability to build and maintain strong working relationships
  • Time management, prioritization, and organizational skills
  • Ability to effectively problem solve and influence optimal outcomes

Why ABN Group?

We offer a community that values innovation, passion, and excellence. Our employee benefits include:

  • In-House Discounts: Exclusive discounts to enjoy
  • Flexibility: Work arrangements tailored to support your work-life balance
  • Career Growth: Opportunities to elevate your career within a thriving organization
  • Wellness Focus: Dedicated programs to nurture your well-being
  • Health Coverage: Access discounted private health insurance
  • Parental Leave: Paid leave for both primary and non-primary carers

What's Next?

If you're passionate about delivering exceptional customer experiences and have the skills to match, please submit your resume today

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