Customer Experience Team Lead

1 month ago


Hobart, Tasmania, Australia Kinetic Full time
Job Description

We are seeking an experienced Customer Experience Team Lead to join our team in Tasmania.

Key Responsibilities:

  • Lead and manage the customer service team, ensuring high-quality service through effective resolution of customer inquiries and feedback.
  • Handle inbound and outbound customer service calls, ensuring detailed documentation of interactions.
  • Produce regular reports for stakeholders, addressing requests and resolving issues efficiently.
  • Conduct thorough assessments of customer complaints and investigate as needed, ensuring compliance with contractual obligations.
  • Identify trends in customer feedback and collaborate with internal teams to implement proactive solutions.
  • Audit the quality of responses from the customer experience team, ensuring adherence to Kinetic standards and continuous professional development.
  • Manage the budget for employee wages and oversee core applications such as CustomerLink, Salesforce, and TIMS.
  • Evaluate refund claims in line with organisational policies and maintain compliance with student assessment systems.
  • Promote and uphold child safety principles as part of our commitment to protecting young people.
  • Undertake additional tasks as needed to support the success of the organisation.

About You:

  • You have excellent communication skills and a friendly approach.
  • You possess proven experience in building customer relationships and demonstrating empathy.
  • You are detail-oriented with strong analytical, investigative, and problem-solving skills.
  • You are self-motivated and adaptable to a fast-paced work environment.
  • You are committed to ethical practices and high-quality performance.
  • You are proficient in customer management systems, including Salesforce and TIMS.

Benefits:

  • Competitive salary: $80,000 - $110,000 per annum
  • Opportunity to grow and develop your career in a dynamic organisation
  • A collaborative and supportive team environment

Why Join Us?

Kinetic is a growing, high-achieving service organisation dedicated to excellence. We value diversity and inclusivity and are committed to creating a safe and respectful workplace for all employees.



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