Customer Experience Team Manager

4 days ago

Melbourne, Australia ABN Group Full time

494277
- Melbourne
- Customer Service
- Management
- Full-time (Fixed Term)

**Who Are We?**

ABN Group is Australia’s leading construction, property, and finance company, operating across Victoria and Western Australia. We lead the market in every segment—from first homes to luxury residences—delivering the dream of home ownership. In Victoria, our brands include Boutique Homes, Homebuyers Centre, Resolve Finance, Honey Insurance, and BuildLab.

**We Will Provide**:
We offer a competitive salary, generous product discounts, reward and recognition programs, and a range of health and wellbeing benefits, including an Employee Assistance Program. Additional perks include a market-leading parental leave scheme, volunteer opportunities, and ongoing learning and development to support your career growth.

Our vibrant culture thrives on recognising and developing talent. You’ll enjoy regular social activities, work with a fantastic team, and be supported by approachable leaders with a clear and aligned vision.

**What You’ll Do**:
Join us on an initial 12-month contract as our Customer Experience Team Manager, where you’ll champion a high-performance culture focused on delivering a market-leading experience to every customer. You’ll lead and empower a team of Customer Experience Coordinators to thrive in a fast-paced, volume-driven environment. Your days will be a dynamic blend of coaching, stakeholder engagement, and strategy execution.

Your role will involve:

- Implement and evolve the CX strategy, drive continuous improvement and stakeholder alignment
- Guide and develop the team through regular coaching, feedback, and development plans
- Champion NPS outcomes through customer insights and proactive service recovery efforts
- Drive workflow excellence, ensuring consistent delivery against timeframes and KPIs
- Embed our Customer Experience values into everyday interactions—with customers and colleagues alike
- Collaborate across functions to improve efficiency, unlock solutions, and celebrate team wins

**What You’ll Bring**:
You’re a people-centric leader with a knack for translating insight into action. Your emotional intelligence is high, your self-awareness even higher, and you understand how to get the best out of your team through thoughtful engagement and clear direction.

You will also bring:

- Proven experience in Customer Experience leadership and workflow management
- Strong coaching capabilities, with the ability to nurture performance and career development
- Excellent communication and problem-solving skills that build trust across diverse teams
- A positive, ‘can-do’ mindset with resilience and accountability in equal measure
- Comfort navigating change and driving initiatives that lift service delivery and team effectiveness
- An authentic, energetic leadership style that aligns with our values: Passion, Fun, Excellence, and Relentlessness

**Why Join Us?**

This is an initial 12-month contract position.

You must have the right to live and work in Australia to apply.

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