Customer Service Director

19 hours ago


Melbourne, Victoria, Australia BIC Consolidated Full time

Job Overview

BIC Consolidated Services is a leading organization in the industry, committed to delivering exceptional customer experiences. We are currently seeking a seasoned Customer Service Director to lead our team and drive strategic growth.

About the Role

The Customer Service Director will oversee a team of 15 customer service representatives across 7 departments, ensuring cohesive performance and alignment with organizational goals. Key responsibilities include:

  • Establishing clear performance standards for subordinate managers and providing regular coaching, feedback, and development opportunities to enhance their effectiveness.
  • Guiding portfolio managers in maintaining detailed records of customer interactions and service history to ensure informed decision-making and seamless customer experiences.
  • Implementing and maintaining standard operating procedures across all subordinate departments, ensuring consistency and efficiency in customer service delivery.
  • Overseeing the resolution of complex customer issues by coordinating efforts between subordinate teams, ensuring timely and satisfactory outcomes.
  • Maintaining an integrated system to monitor performance metrics for all reporting managers, identifying opportunities for improvement and innovation.
  • Developing and managing a comprehensive customer service portfolio to track service performance, customer satisfaction, and retention metrics.
  • Regularly reviewing and refining service strategies in collaboration with portfolio managers, aligning them with organizational priorities and customer expectations.

Key Requirements

To be successful in this role, you will require:

  • Proven experience in managing diverse teams, including subordinate managers across multiple functions.
  • Expertise in operational management, strategic planning, and team development within a customer service context.
  • Strong analytical and organizational skills to manage complex portfolios and monitor cross-departmental performance.
  • Excellent communication skills for high-level coordination and stakeholder engagement.

Compensation and Benefits

We offer a competitive salary range of $95,000 - $100,000 per year, reflecting the importance of this role in driving business growth. In addition, we provide a range of benefits to support your career development and well-being.



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