Senior Customer Experience Manager

1 week ago

Sydney, New South Wales, Australia beBeeCustomer Full time $85,000 - $90,000

Job Title: Senior Customer Experience Manager

The Senior Customer Experience Manager role is a key position within our organization, responsible for leading a team of customer service representatives and ensuring that they deliver a positive customer experience.

We are seeking a values-aligned individual to join our team in this exciting opportunity. As a Senior Customer Experience Manager, you will be responsible for creating a strong customer-centric culture, delivering a customer experience that is high trust and low effort, and promoting cross-team collaboration.

You will also ensure that the Customer Service Centre delivers on KPIs and service levels, develops initiatives to enhance customer and contractor communication, and promotes and supports general customer service functions.

About You

To be successful in this role, you will have senior leadership experience in a similar role or industry, with the ability to demonstrate experience driving and supporting continuous improvement initiatives.

You will also need to possess experience in quality assurance, performance analytics and reporting skills, call centre systems experience, and asset management technical repair skills (preferable).

A background in community housing or welfare industry experience is desirable, and you must be able to accommodate flexible start and finishing times, with hours varying from 8am to 7pm.

Required Skills and Qualifications

  • Senior leadership experience in a customer-facing role
  • Experience in quality assurance, performance analytics and reporting skills
  • Call centre systems experience
  • Asset management technical repair skills (preferable)
  • Community housing or welfare industry experience (desirable)

What We Offer

We offer above award salaries, a 35 hour working week, flexible work practices, long service leave after 5 years, salary packaging, career development opportunities, and access to EAP counselling services.

Our Team

We employ experts across corporate services, real estate services, property development and construction, asset management, rental property procurement, property maintenance and tenancy management.

We are committed to providing opportunities for our customers to prosper and are proud to be champions of change, creators of connectivity, builders of resilience, and determined to succeed.

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