Leading Customer Experience

6 days ago

Brisbane, Queensland, Australia beBeeCustomerExperience Full time $90,000 - $120,000

About the Role

Our organisation is seeking a Customer Experience Leader to lead our Level 1 Customer Care team on a permanent, full-time basis.

This role is pivotal in driving customer experience and digital strategies, ensuring our customer care centre operates as a key enabler across the business.

As part of the leadership team, you will play a critical role in strategy execution, change management, and team development.

Key Responsibilities

  • Establish and oversee the sustainability of our Level 1 support function within the customer care centre.
  • Expand and scale Level 1 service offerings to meet evolving customer and business needs.
  • Develop and maintain work instructions for all Level 1 enquiries, initially covering:
    • Parts: Support calls routed via Cisco skills-based call system.
    • Digital: Inbound customer support calls and outbound education to strengthen self-serve capability.
  • Deliver exceptional customer experience by managing performance metrics including agent occupancy, queue abandonment, wait times, call handle times, and quality standards.
  • Provide both strategic and hands-on leadership to ensure high-quality, cost-effective service delivery.
  • Coach and guide Level 1 agents, as well as provide indirect leadership to Parts Administration and Parts Officers where required.
  • Identify and implement training, development, and coaching opportunities for team members.
  • Drive the execution of change initiatives, adapting to business direction where required.
  • Act as a visible leader who consistently upholds company values and behaviours.

Requirements

  • Tertiary qualifications in business, commerce, or equivalent experience.
  • Minimum 2 years' experience in a call centre or customer-focused environment.
  • Strong understanding of parts, equipment, or related industry experience.
  • Proven experience in real-time call centre management.
  • Minimum 2 years' experience in digital solutions or automation, with strong digital proficiency.
  • Demonstrated leadership experience (direct or indirect).
  • Knowledge of systems such as AX, Cisco Webex Contact Centre, CRM, and Workforce Optimisation software.
  • Knowledge of operations, services, and products.

What We Offer

We offer a dynamic and supportive work environment, opportunities for career growth and professional development, and a competitive remuneration package.

How to Apply

Interested candidates should submit their applications, including a cover letter and resume, to us for consideration.

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