Customer Service Leadership Expert

3 days ago


Melbourne, Victoria, Australia This is an IT support group Full time

**About the Role**

We are seeking a Senior Manager, Customer Service Operations who will lead our customer-facing teams to deliver exceptional experiences. This role requires a leader of leaders who can drive key projects and initiatives aligned with strategic priorities.

The successful candidate will contribute to lasting and positive changes that shape the future of our cities and communities. They will work closely with our innovative team to deliver an exceptional experience to our customers across Australian markets.

The day-to-day responsibilities include:

  • Leading the customer-facing function across both onshore and offshore customer service
  • Identifying opportunities for digitisation and reduction of low-value transactional enquiries
  • Managing and optimising processes and resources which support customer service
  • Working with Projects & Change to support major business initiatives across functions involving planning and analysis activities
  • Driving and leading continuous improvement and simplification across Customer Service

This role will suit someone with a curious mind and transferrable skills and experiences, including:

  • At least 10 years of leadership experience in a Customer operational environment
  • Extensive experience in engaging and leading teams, developing people, planning resources, and operations management
  • Significant experience in managing high-volume transactional enquiries through both digital and assisted channels
  • Strong business planning, analytical, and process improvement skills
  • Strong team building and motivational skills
  • Experience managing an outsourced Customer Service team


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