Customer Service Assurance Officer

7 days ago

Rhodes, Australia Invocare Full time

**Customer Service Assurance Officer**
- **Join a truly purpose-lead organisation**:

- **Work close to home - Rhodes Location (5 days onsite)**:

- **Drive real outcomes in a pivotal role**

**Who are we?**

InvoCare is a leading provider of funeral services in Australia, New Zealand and Singapore. We operate private memorial parks and crematoria and are also a leading provider of pet cremation services. We’re dedicated to delivering exceptional customer experiences during some of life's most challenging moments and our commitment to compassion, excellence, and innovation sets us apart.

**About the Role**:
This pivotal role will be responsible for optimising InvoCare’s customer service outcomes including the oversight of both reactive and proactive measures. The role will facilitate and follow up timely and considered responses to customer-service related queries ensuring that InvoCare maintains a client family-centric operating model.

**Key Responsibilities**:

- Ownership of all client feedback mechanisms
- Ensuring timely and complete follow-up to feedback arising from negative service experience
- Driving compliance with acknowledgement and response
- Collaboration with Business Unit leadership to identify trends
- Supporting adherence to regulatory and professional standards for feedback management practices
- Providing insights and guidance around client feedback trends and opportunities

**What We're Looking For**:

- Demonstrated customer facing experience in retail or service setting
- Outstanding communications skills, both written and verbal
- General understanding of survey and information collection methodologies
- Strong data analytics skills
- Customer-service related management experience
- Operation of Net Promoter Score (NPS) or similar feedback management system
- Continual Improvement practices

**Why Join InvoCare?**

We offer more than just a job; we offer a meaningful career with opportunities for growth and development. Join us in making a difference in the lives of our customers and their families.

Submit your resume and wow us with why you would be a great fit for this role

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