Head of Customer Experience

2 days ago

Sydney, Australia Mondo Search Full time

Do you have 3-5 years leading a customer service team
- Manage 8 direct reports
- Friendly & supportive leadership team

Join a rapidly growing industrial graphics company
- Do you have 3-5 years leading a customer service team
- Manage a small national customer service team
- 8 direct reports
- Friendly & supportive leadership team

**Head of Customer Experience - $100m+ Industrial Graphics Company**

The Head of Customer Experience/Customer Service Manager is responsible for the effective management and leadership of the National Customer Service Team. The role will have a national focus, working with key department heads to provide outstanding customer service to customers by developing effective customer service procedures, implementing various programs and setting customer satisfaction goals.
- Develop Customer Service strategic plan based on audit findings.
- Oversee the supervision of the day-to-day operations of the customer service department.
- Oversee the creation of effective customer service policies, procedures and standards.
- Develop customer satisfaction goals and coordinate with the Customer Service Team Leader to meet them on a regular basis.
- Assess service statistics and analytics and report to the Managing Director.
- Based on service statistics and analytics develop and implement appropriate responses, policies etc.
- Develop a business partnering approach with cross functional support to the business.
- Implement an outbound telesales function.

**Is This You?**
- Demonstrated ability to lead a CS team over 3-5 years
- Demonstrated ability working with success metrics and indicators
- Impeccable oral and verbal communication and presentation skills.
- Able to turn customer needs into an actionable solution.
- To demonstrate a high standard of output with attention to detail.
- Be self-aware, understanding impact of behaviours on others

**Please APPLY NOW to Bernie Birch at Mondo Search

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