Customer Experience Manager

4 days ago


Saint Leonards, Victoria, Australia Tomra Full time

About Us

TOMRA is a leading innovator in resource management solutions. Our technology enables the collection of used drink containers to reduce waste and promote recycling.

We're committed to creating a positive impact on the environment and our community. Our team is passionate about working together to achieve this goal.

Job Summary

This is a full-time role as a Service Centre Supervisor, based in our St Leonards office. The successful candidate will support the Service Centre Manager in creating an inclusive and collaborative environment within the Service Centre.

The role involves optimising and maintaining processes, ensuring clear information sharing, and delivering functional training to Service Centre employees.

This position requires strong stakeholder engagement skills, excellent systems experience, and the ability to analyze data.

Key Responsibilities

  • Monitor and evaluate Service Centre Operator performance, providing coaching opportunities and taking corrective action when necessary.
  • Develop and execute training plans for new and existing team members.
  • Create performance reports for the team and individual team members.
  • Assist and train other Service Centre members on contractor management processes.
  • Support the Service Centre Manager with continuous improvement and process implementation.
  • Review and maintain Service Centre process guides and templates.
  • Lead a safety culture by example.

Requirements

  • Previous experience in a service/call centre environment.
  • Strong stakeholder engagement skills (written and verbal).
  • Excellent systems experience (Salesforce is a plus).
  • Aptitude to analyze data.

About the Role

This is a permanent, full-time position across 5 days per week. Weekend shifts are typically one day per week.

The successful candidate must be available for these shifts.

Compensation and Benefits

We offer a competitive salary range of $70,000-$90,000 per annum, depending on experience.

Please note that the salary range is estimated based on industry standards and may vary depending on individual circumstances.



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