Customer Experience Centre Lead

3 weeks ago


Artarmon, New South Wales, Australia Bayside Group Full time

CEC Team Lead Role Overview

The Bayside Group is seeking a highly skilled Customer Experience Centre Lead to join their Customer Service team. This role focuses on delivering exceptional service to customers, service partners, and internal staff while acting as the primary contact for escalated issues.

Key Responsibilities:

  • Manage, coach, and mentor a team to ensure a high standard of customer service is maintained.
  • Monitor, report, and troubleshoot all inbound and outbound calls, emails, cases, chats, and complaints.
  • Oversee team achievement of SLAs, KPIs, and targets throughout the customer journey, with a focus on First Contact Resolution and Customer Satisfaction.
  • Stay updated on product knowledge and policy changes through briefings, training, and knowledge management systems.
  • Collaborate with internal teams to enhance the customer experience by sharing insights and strategies.

Qualifications & Experience:

  • Proven experience in leading a team and managing complaints effectively within a call centre environment.
  • Skilled in collating data into comprehensive reports, demonstrating advanced communication and writing abilities.
  • Tech-savvy with a strong track record of fostering a customer-centric culture.
  • Experience with external ombudsman bodies and exposure to EV vehicles and technology are an added advantage.

What We Offer:

  • Attractive remuneration.
  • Health & Well-being initiatives.
  • Lifelong Learning & career development.
  • A dynamic, inclusive and sustainable working environment.


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