Head of Customer Service

Join Transurban in a pivotal role that supports the GM Customer Experience and Operations in crafting and executing a strategic plan for Customer Service, aimed at delivering exceptional service across VIC, NSW, and QLD markets. The Head of Customer Service will lead the customer-facing functions both onshore and offshore, including the Contact Centre, Customer Care, Customer Resolutions, Linkt Assist, Training, Quality, Knowledge, and Workforce Management.

About the role

Effective leadership and people management are crucial for optimising service delivery and managing costs in this role. You’ll have the opportunity to play a pivotal role in shaping the culture within Customer & Technology by championing company and brand values, contributing to the successful execution of the Customer & Technology strategy. Building strong, influential relationships with key stakeholders and other business units is essential. You’ll identify and address customer pain points and recurring issues, ensuring we consistently deliver exceptional experiences to our customers now and in the future.

Day-to-day, you will:
- Oversee and optimize customer service operations, ensuring strategic alignment with customer value, meeting KPIs, enhancing satisfaction through feedback, supporting digital initiatives, and managing complex issues.- Lead and integrate Customer Service strategy with broader business goals, collaborating with stakeholders, driving strategic outcomes, and sponsoring impactful projects.- Oversee the management of the Contact Centre and tag supplier contracts, ensuring service providers meet requirements while exploring strategic and cost-saving initiatives.- Provide leadership and coaching to build a high-performing team, implement effective people management practices, conduct performance reviews, manage employee engagement and safety, and ensure team structures meet demand.- Contribute to budget development, implement expenditure controls, and analyse work trends to manage resourcing effectively.

This role will suit someone with a customer-centric mindset and experience, including:
- 10+ years of leadership experience in a Customer Service environment- Extensive experience in team engagement, development, resource planning, and operations management.- Significant experience managing high volume transactional enquiries through assisted channels and driving digital adoption.- Strong skills in business planning, analytics, process improvement, team building, and motivation.- Proven ability to build and maintain strategic relationships with internal and external stakeholders.- Experience managing in dynamic environments, with strong performance management, budget preparation, and commercial acumen.

You’ll continue to receive great benefits, including:
- A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year- 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well- Learning and development opportunities to support your career interests- Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more- Share offers and insurance benefits- Social activities, community give-back programs and paid volunteer days

We offer a range of flexible working and leave options, so you can balance your work and life commitments and interests. Have a conversation with us about how this could work for you.

We embrace diversity with a foundation of safety, wellbeing and inclusion, where everyone belongs. We treat everyone with fairness, consideration and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience - whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideas, questions and concerns.


Job Type:
Permanent

Closing Date:
23-Oct-2024 0:00

Please note: The closing date reflects the time zone of the Primary Location for this job posting.

Primary Location:
Melbourne CBD & Inner Suburbs Melbourne VIC