Customer Service Continuity Lead
6 days ago
We're seeking a Customer Service Continuity Lead to ensure incidents across Customer Service teams and external suppliers are managed consistently to minimize impacts on service delivery. This includes incidents or outages in contact centre operations (including external platforms) and tag operations.
Key Responsibilities- Lead the Supplier Governance team, providing leadership and coaching to ensure timely responses to incidents
- Facilitate discussions and/or workshops to collaboratively plan outages and respond to incidents
- Be the key interface for suppliers in the event of an incident
- Lead the team in the prioritisation of incidents, representing Customer Service's needs and advocating for the customer experience
- Lead the team to drive emergency management and business disruption exercises
- Minimum 5 years' leadership experience in a similar role in a contact centre environment, with a focus on incident or risk management
- Experience in leading, developing, and managing the performance of teams
- Experience working in both Australia and The Philippines' contact centres
- Experience in incident management and business continuity processes
- A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year
- 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well
- Learning and development opportunities to support your career interests
- Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more
- Share offers and insurance benefits
- Social activities, community give-back programs and paid volunteer days
We're committed to creating a workplace that's inclusive and respectful of all employees, regardless of their background, culture, or identity. We encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability.
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Customer Service Continuity Lead
6 days ago
Melbourne, Victoria, Australia Transurban Full timeAbout the RoleWe're seeking a Customer Service Continuity Lead to ensure incidents across Customer Service teams and external suppliers are managed consistently to minimize impacts on service delivery. This includes incidents or outages in contact centre operations (including external platforms) and tag operations.Key ResponsibilitiesLead the Supplier...
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Melbourne, Victoria, Australia SG Fleet Full time{"title": "Customer Service Team Manager", "description": "About the RoleThis position is responsible for managing Service Centre teams to ensure that all external and internal customer and supplier queries are answered. The role ensures the quality and performance of the teams as well as fit for purpose processes while keeping all stakeholders in the end to...