Customer Experience Leader for Inbound Operations
3 weeks ago
The Law Society of NSW is a leading membership association for solicitors in Australia, dedicated to supporting the legal profession and ensuring a just society for all. As a forward-thinking organisation, we strive to provide exceptional experiences for our members and the wider community.
About the RoleWe are currently seeking a highly skilled Customer Service Centre Manager to establish and develop the In-Take Team for The Law Society of NSW. This key position will play a vital role in enhancing our customer service capabilities, enabling us to better support our members and the legal profession.
As a Customer Service Centre Manager, you will be responsible for leading and coaching a team of in-take specialists, focusing on efficient handling of incoming customer inquiries, prioritisation based on urgency and complexity, and effective communication with customers.
- Lead and train the In-Take Team to deliver exceptional customer service, leveraging solid communication skills, problem-solving abilities, and empathy to address customer needs promptly and effectively.
- Design and implement efficient processes and protocols for call routing, resolution, and escalation, ensuring timely and appropriate responses to customer inquiries.
- Collaborate closely with other departments, such as customer service, technical support, and product development, to refine procedures and enhance overall customer satisfaction.
- Develop and maintain strong relationships with internal and external stakeholders, advocating for the voice of the customer and driving alignment in delivering exceptional experiences.
- Foster a positive team culture of collaboration, accountability, and continuous learning, providing ongoing feedback, coaching, and professional development opportunities to empower team members to excel.
Key Skills and Qualifications:
- Demonstrated experience in call centre management, preferably in a management role with experience establishing a call centre team, overseeing teams, managing workflows, and optimising call centre operations for efficiency and effectiveness.
- Strong customer service background, focusing on providing exceptional customer experiences and resolving customer inquiries or issues promptly and effectively.
- Excellent communication and interpersonal skills, with the ability to effectively communicate with team members, stakeholders, and customers and build strong relationships based on trust and collaboration.
- Familiarity with call centre technologies, tools, and software, including call routing systems, CRM platforms, and reporting and analytics tools, to optimise operations and enhance overall performance.
- Experience in quality assurance and performance management processes, including monitoring and evaluating team performance metrics, providing feedback and coaching, and implementing improvements to drive continuous improvement.
Salary: $120,000 - $150,000 per annum, depending on experience
About Us:
The Law Society of New South Wales is committed to building and maintaining a respectful and inclusive workplace, appointing the best person for the role, and supporting diversity. We value our employees' contributions and offer a range of benefits to ensure their well-being and success.
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