Critical Communications Leader

The purpose of this role is to both lead BAU effort from the team, as well as drive transformative change to optimise processes and customer engagement.

You will lead customer advocacy within Critical Comms, providing effective leadership and overall management responsibility for ITIL Service Management functional areas supporting the NSW Public Safety Network.

Key to this role is to ensure continual development of the Critical Comms process, procedures and management tools working under an ethos of continuous service improvement and delivering excellent customer experience.

Due to security around this role, five days in the office is a requirement.

• To contribute to the setting of strategic goals, priorities and KPI's of the Critical Comms Team, working closely with the Critical Comms Management Team and other business units.
• To support the Head of Critical Communications in management of the Critical Communications Profit Centre to maximise revenue and maintain budget, within the boundaries of delegated authority.
• To work closely with the Head of Critical Comms to support greater integration into the broader business where possible.
• Be responsible for leading activity and focus in BAI Critical Communications to deliver on customer outcomes and exceed customer expectations.
• Own the Customer Relationship – working closely with the Customer Service Manager to ensure that the team continues to understand the needs of the customer and establishes relationships with potential new customers and User Agencies.
• To represent the Business at various internal and external Boards and meetings in accordance with the Critical Communications Governance framework.
• To be accountable for the resolution of Customer complaints, ensuring the protection of the brand and credibility of BAI.
• Achieve and maintain high level of customer satisfaction that protects existing business and builds new growth opportunities.
• Work closely with the Head of Critical Comms and the Customer Service Manager to develop relationships with the customer base at senior and executive level.
• Develop partnerships and relationships across the Telco Authority and PSN User community demonstrating depth of understanding of customer's needs and challenges.

Appropriate tertiary qualifications desirable – these could include relevant qualifications in Business, Telecommunications and/or Engineering.

ITIL qualification where possible with proficient ITIL Service Delivery knowledge.

Minimum 5 years' experience of Customer Relationship management in a complex, service provision or business to business environment.

Telecommunications technical experience will be well-regarded.

Exemplary leadership experience in developing and managing relationships across all levels of a client organisation.

Expert planning and customer service management skills, including knowledge of and experience with CSM tools and techniques.

Advanced problem solving and solution development skills.

Solid financial/budget management skills.

Forward-thinking decision making, influencing and team leadership skills.

Strong knowledge and experience of Public Safety communications technology knowledge.

Australian Citizenship essential to obtain and maintain a baseline security clearance as a condition of employment.

Due to security around this role, you will be able to commit to five days in the office is a requirement.

At BAI, we embrace difference, and we welcome applications from Aboriginal and Torres Strait Islander people, people from diverse cultural backgrounds, people with disability and members of the LGBTQIA+ community.

We stand for being courageous and doing what matters, living by our core principles; One BAI Team, Customer First, Adapt and Learn and Drive Sustainable Growth, you will be provided with every opportunity to thrive at BAI.

Some of the reasons you should consider working with us include:

• Our people and a genuine sense of inclusion and belonging with a dedicated Diversity, Equity and Inclusion strategy.
• Our focus on personal and professional development with an established performance framework and access to LinkedIn Learning.
• Access to flexible working arrangements, gender-neutral paid parental leave, study leave, purchased leave and charity and volunteer leave.
• Our wellbeing agenda that includes access to health insurance, life, TPD and salary continuance insurances as well as an Employee Assistance Program and regular health care checks.
• Rewarding high performance through a Performance Recognition Scheme and peer recognition program.
• Access to a number of corporate rates and discounts and Novated Car Leases through SG Fleet.