Head of Customer Experience

**About us**:
Making a meaningful difference with mission-critical software that empowers communities to thrive.

ReadyTech is more than just a one-trick pony playing in one market with one product, or one customer. We re-imagine, design, develop and deliver technology to solve our customer’s diverse problems - supporting multiple businesses across a variety of markets to be ready for anything.

We’re an ASX-listed company which means we are stable, have a strong track record of sustainable growth and have a significant number of long-term customers. So, what does this mean for you? It means we can offer you an experience that will push you to be your best, provide career-building challenges, and that will offer you numerous growth opportunities that can’t be found in any other company.

It’s an inclusive environment where there is no place for politics, where we get our heads together to solve the problems that really matter to our customers, and where we always stay focused on our north star - the communities we serve, and society at large.

**You will get to**:

- Develop and implement a customer experience strategy to boost satisfaction and loyalty
- Lead, coach, and motivate the Customer Experience team, fostering a high-performance culture
- Analyse service metrics and customer feedback to drive actionable insights and improvements
- Plan short and long-term resource needs to ensure a skilled and sustainable workforce
- Collaborate with internal teams and external partners to ensure consistent customer interactions
- Drive operational excellence by improving processes and maximizing margin while enhancing quality
- Identify opportunities for service improvement and implement customer-centric initiatives
- Manage the Support Desk, Consulting, and Implementation teams, promoting professional growth
- Establish and monitor customer service standards and key performance indicators
- Handle major escalations, ensuring timely resolution and customer satisfaction
- Build strong relationships with key customers, collaborating with Sales & Marketing to align initiatives
- Review and optimize processes to streamline operations and improve service quality
- Utilise customer service technologies and tools to enhance efficiency and interactions

**More about you**:

- Strong financial acumen and operational excellence
- Proven team leadership and strategic thinking skills
- Excellent problem-solving, critical thinking, and investigative abilities
- Curiosity and a commitment to continuous learning
- Strong collaboration and teamwork skills
- Effective stakeholder management and negotiation/influencing capabilities
- Exceptional communication skills (written and verbal)
- Proactive, results-driven with a positive, can-do attitude
- Solid analytical skills and the ability to produce high-quality reporting
- Experience managing Support Desk, Consulting, and Implementation teams
- Sound technical skills and a deep understanding of systems and processes
- Leadership experience managing teams of 50+ employees
- Senior leadership experience in project/customer service/support management
- Ability to manage multiple stakeholders and produce effective plans
- Experience resolving customer requests and high computer literacy
- Exposure to Local Government and ERP software (desirable)

ReadyTech is committed to seeing things through each other's eyes. We invest deeply in relationships by offering positivity, fairness and empathy in every interaction and love that everyone is different. We're proud to be an equal opportunity employer that celebrates our diversity of race, beliefs, sexual orientations, gender identities, age, disability status, marital status and more - so that every single one of us can feel like we belong.

As part of our commitment to ensuring a safe and secure working environment for all employees and in compliance with Australian regulations, please note that if selected for this role, you will be required to complete a comprehensive police check and an Australian working rights check. Should you have any questions or concerns regarding these requirements, please feel free to contact us.

Full-time

**Job no**:LSAP40394

**Location**:Melbourne, Perth

**Closing Date**:Friday, 24 January 2025