Head of Customer Experience
1 month ago
We are seeking a highly experienced and skilled professional to lead our Customer Service team as the Head of Customer Service. This is a pivotal role that will support the GM Customer Experience and Operations in crafting and executing a strategic plan for Customer Service, aimed at delivering exceptional service across VIC, NSW, and QLD markets.
The successful candidate will lead the customer-facing functions both onshore and offshore, including the Contact Centre, Customer Care, Customer Resolutions, Linkt Assist, Training, Quality, Knowledge, and Workforce Management. Effective leadership and people management are crucial for optimising service delivery and managing costs in this role.
Key Responsibilities- Oversee and optimise customer service operations, ensuring strategic alignment with customer value, meeting KPIs, enhancing satisfaction through feedback, supporting digital initiatives, and managing complex issues.
- Lead and integrate Customer Service strategy with broader business goals, collaborating with stakeholders, driving strategic outcomes, and sponsoring impactful projects.
- Oversee the management of the Contact Centre and tag supplier contracts, ensuring service providers meet requirements while exploring strategic and cost-saving initiatives.
- Provide leadership and coaching to build a high-performing team, implement effective people management practices, conduct performance reviews, manage employee engagement and safety, and ensure team structures meet demand.
- Contribute to budget development, implement expenditure controls, and analyse work trends to manage resourcing effectively.
- 10+ years of leadership experience in a Customer Service environment.
- Extensive experience in team engagement, development, resource planning, and operations management.
- Significant experience managing high volume transactional enquiries through assisted channels and driving digital adoption.
- Strong skills in business planning, analytics, process improvement, team building, and motivation.
- Proven ability to build and maintain strategic relationships with internal and external stakeholders.
- Experience managing in dynamic environments, with strong performance management, budget preparation, and commercial acumen.
- A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year.
- 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well.
- Learning and development opportunities to support your career interests.
- Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more.
- Share offers and insurance benefits.
- Social activities, community give-back programs and paid volunteer days.
We are committed to creating a diverse and inclusive workplace, where everyone feels comfortable and safe to express their ideas, questions, and concerns. We strongly encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability. If you require any adjustments or support during the recruitment process, please contact us on careers@transurban.com.
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