Customer Care Cx Manager

1 week ago

Melbourne, Australia Talent Effect Pty Ltd Full time

It's time to thrive in a broad and autonomous role
- It's time to be part of a very prosperous national business
- It's time to work for leaders who care about people, first

**Company Overview**:
This specialist services provider with hundreds of national locations is keeping Australians connected and mobile while sustainably earning the right to their continuing expansion and improvement. Part of a progressive global group that is steeped in heritage, the Australian business is home to a leadership team focused on developing the business in keeping with values that put people and customers first. Home to a dynamic and resourceful team; a unique opportunity has opened-up
**Customer Care CX Manager** who enjoys breadth, variety and autonomy in their role.

**Snapshot of Responsibilities**:

- Work closely with the Head of Customer Care, a dynamic and vibrant individual to foster deep relationships internally and externally across multiple functions to ensure a ‘whole of customer’ experience. You will proactively engage all stakeholders and provide insights and observations to enhance the customer journey
- Utilise the data to understand and interpret your customers performance and take a proactive approach in providing solutions for any potential challenges
- You follow up and maintain a meticulous cycle to ensure regular contact with your team of two; you get back to people
- You are fundamentally responsible for all customer interaction and response across all channels; voice, online and social, including Google Reviews, Facebook and Marketplaces
- There will be monthly reporting to identify trends and assist in enhancing operational processes that are reflective of the ‘voice of the customer’

**You will need**:

- The ability to form relationships across multiple functions at a senior level with excellent negotiation and influencing skills where you are able to problem solve and deliver solutions
- **Leadership experience within a Retail or Service environment is paramount**:

- A deep understanding of the customer journey where you constantly seek to improve efficiency and effectiveness through analysing systems and processes, thereby implementing enhancements
- Excellent customer engagement skills with the ability to manage conflict resolutions tactfully and empathetically
- A logical and pragmatic thinking style, where you can navigate through complex information and deliver this in an easy-to-understand format
- The right attitude: Adaptable and agile, you thrive working with a variety of responsibilities and tasks, you relish autonomy and it probably doesn’t need to be said but you are, at your core, customer centric with a genuine passion for the customer experience.

This business offers a flexible working environment, home or the choice of two office locations.

For further information, please contact
**Lisa Canning Director** at
**Talent Effect** on

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