Customer Experience Manager

6 days ago

Brisbane, Queensland, Australia beBeeLeadership Full time $120,000 - $150,000

About the Role:

We are seeking an experienced leader to lead our Level 1 Customer Care team at Beaudesert Road on a permanent, full-time basis.

This role is pivotal in driving our Customer Experience (CX) and Digital strategies, ensuring our Customer Care Centre operates as a key enabler across the business.

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

You'll set the standard for visible leadership, uphold our values, and ensure the success of our transformation objectives.

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, 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.
  • Couch 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 CCC change initiatives, adapting to business direction where required.
  • Act as a visible leader who consistently upholds company values and behaviours.

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