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Customer Experience Champion for National Service Desk
1 month ago
NRI is that partner for countless businesses, designing, implementing, and managing digital solutions that are as personalised as they are progressive.
We deliver everything from business strategy and consulting through to infrastructure and managed IT services. With a global reach, we're a truly game-changing alternative in the digital services space – with local decision-making and authority.
In this role, you'll champion the customer experience, engaging regularly with stakeholders and managing a team of analysts. If you're passionate about delivering exceptional customer experience and thrive in a dynamic environment, this is an exciting opportunity for you.
About the Role:- You will be involved in our innovative Career Pathways program - coaching, inspiring, and guiding our analysts through their journey, as they launch into a career in IT.
- Prior experience in leading dynamic teams within a customer-centric environment, with strong engagement skills, is essential. Given the security clearance demands, Australian Citizenship is mandatory.
This role entails:
- Customer experience assurance through a collaborative approach with our Customer Accounts teams, building positive relationships through the provision of valuable insights, and actively contributing to Continual Service Improvement initiatives and activities.
- A high level of engagement with our Service Desk analysts, cultivating a supportive environment through regular One on Ones, providing guidance and coaching to empower individuals to reach their full potential.
- Collaboratively working with the Service Desk Manager to establish, control, and uphold comprehensive documentation of support procedures, processes, and operational guidelines.
- This role is required to support the team, their KPIs, PDP, and development, as well as rostering systems, access, etc.
- The NOC supports multiple complex customers, ticket systems, and technologies, where the Team Lead will attend multiple customer, account, and CAB meetings.
- This role is required to ensure the NOC is fully supported to ensure deliverables are met and the team have adequate support.
Salary: $80,000 - $110,000 per annum, depending on experience.
Required Skills and Qualifications:
- Strong background in Customer Service or Service Desk operations underscored by demonstrated leadership experience.
- A natural aptitude for nurturing individuals, providing coaching, and managing performance to inspire excellence and enhance team engagement.
- Demonstrated skill in fostering positive stakeholder relationships to ensure shared objectives are met.
- An energetic approach to work that thrives on positivity, collaboration, and identifying opportunities to improve the customer experience and efficiencies.
Benefits:
- Unwavering focus on professional development.
- Diverse and challenging project work.
- Paid certifications.
- Flexibility to juggle what's important to you with work.
- Committed health and wellbeing plan.
- Competitive salary packages.
- Corporate partnerships.
