Service Delivery Manager

2 weeks ago

Brisbane, Queensland, Australia beBeeCustomer Full time $140,000 - $160,000
Job Title

A high-level customer service leader is required to drive growth and excellence across multiple customer contact channels.

Key Responsibilities
  • Lead the strategic development and implementation of customer service strategies to achieve business objectives.
  • Drive a customer-centric culture by ensuring effective use of CRM systems, marketing campaigns, and cross-selling opportunities.
  • Advance digital adoption through tools for quality management, workforce optimisation, analytics, virtual agents, and IVR.
  • Oversee telephony systems and vendor relationships to ensure optimal call routing, skills-based allocation, and IVR strategies.
  • Develop and maintain quality frameworks, call monitoring, and issue resolution protocols to support exceptional customer service goals.
  • Lead and coach the supervisory team to set and deliver customer service objectives tied to profitability, efficiency, and customer outcomes.
  • Foster a strong leadership culture driven by data, continuous improvement, and change management.
  • Build a sustainable and people-focused unit through succession planning, training, development, and strong team governance.
  • Be a visible leader, upholding values and providing direction through periods of ambiguity.
About You

To be successful in this role, you will bring:

  • Tertiary qualifications in Business, Commerce, Marketing, or a related discipline.
  • Minimum 5 years' experience in a similar role within a large, diversified company.
  • Strong understanding of parts, equipment or related industry experience.
  • Proven experience leading customer service or contact centre environments, including start-up, hiring and training.
  • Strong experience in building and maintaining effective customer relationships.
  • Significant commercial and financial management acumen.
  • Experience in heavy industry or dealership environments in a customer-facing role (highly advantageous).

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