Service Delivery Manager

3 weeks ago

Forrestfield, Western Australia Grace Worldwide Full time

About the Role

We are seeking a highly skilled Service Delivery Manager to lead and empower a small, dedicated team to deliver a consistent "wow" experience to our customers, both corporate and consumer, ensuring our continued growth and success.

As a key member of our team, you will be responsible for leading a team of Removal Coordinators who handle domestic and international relocations that include a variety of services, providing support to the team in sales, client relationships and service delivery.

The key responsibilities for this position are to:

  • Supervise, lead and develop the team
  • Ensure delivery of individual and team KPIs
  • Oversee customer feedback ensuring appropriate and timely responses
  • Analyse customer service data to ensure exceptional customer service levels are maintained
  • Identify and deliver training needs including cross skilling for team efficiency and consistent service delivery
  • Identify areas of growth and opportunity as a result of customer contact internally and externally
  • Support and encourage a culture of continuous improvement within the team

About You

  • Experience as a supervisor, team leader or manager in a team environment
  • A commitment and passion to deliver outstanding customer service
  • A proven ability to create, maintain and develop client relationships
  • Detail orientated with the ability to multi-task in a face paced environment
  • Analytical skills to interpret sales and delivery performance
  • Strong communication and customer service skills
  • A track record managing multiple deadlines and responding promptly and accurately to customer enquiries
  • Ability to collaborate with stakeholders to resolve issues
  • Excellent organisation and administration skills
  • Computer literate in Word, Excel

What's in it for you?

  • Competitive remuneration package
  • The opportunity to work with a dynamic and experienced team
  • The opportunity of career advancement through our learning and development program
  • A great team environment and culture, fantastic employee reward and recognition program, Perkbox membership and other associated benefits
  • Opportunity for flexibility in working arrangements

At Grace Worldwide, we value our employees as our greatest asset and attribute our success to their dedication and talent. We invest significantly in their development, offering comprehensive training, career advancement opportunities, and a diverse and inclusive work environment.

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