Customer Experience Coordinator

**About the role**

As a **Customer Experience Coordinator** is responsible for supporting and coaching the Contact Centre team by developing, implementing, maintaining, communicating, and providing an effective and timely service to internal and external customers.

This is a **Fulltime 12-Month Fixed-Term** position working within the span of hours between 8am and 6pm Monday to Friday and a 4-hour shift on alternate Saturdays between the hours of 8am to 1pm.

**What will your key responsibilities include?**
- Conduct work activities in line with the Contact Centre business plan.
- Provide feedback and insights to Contact Centre leadership as required.
- Implement commercially orientated practices to ensure first point resolution for customer.
- Maintain an understanding of new and ongoing business initiatives.
- Actively support and influence team members by championing all areas of the Contact Centre Strategic Plan.
- Participate in team change initiatives in line with strategic priorities.
- Take action to identify and act on operational improvements.
- Ensure digital and voice initiatives are implemented and challenged within the Contact Centre Unit.
- Provide support to internal and external customers through identified trends and opportunities in customer experiences.
- Support the Customer Experience Coach and Manager with workload management and prioritisation and actioning of tasks.
- Assist and provide support to the Team Leader with coaching through customer experiences.
- Co-ordinate and action training follow trends.
- Assist and provide support to the Contact Centre, including answering general telephone enquiries from internal and external customers when required.

**What are we looking for?**
- Qualifications or relevant qualifications in Financial Services.
- Demonstrated experience in handling complex customer issues including difficult conversations and articulating reason.
- Experience working in a professional, team-based environment.
- Experience in a high-volume contact centre environment.
- Experience in a fast change oriented, technology and service driven business.
- Experience with handling requests and information from multiple stakeholders simultaneously.
- Demonstrates the ability to clearly convey information and ideas through a variety of mediums.
- Demonstrates the ability to make sound judgments and take appropriate actions.
- Demonstrates the willingness and ability to grow and progress professionally.
- Demonstrates the ability to identify required actions and take said actions without requiring direction.
- Demonstrates the ability to interact positively and effectively with others.
- Demonstrates the ability to guide and inspire others to achieve a common goal.
- Demonstrates the ability to drive self and others to achieve desired ends efficiently; outcome focused.

**About us**

We’re Greater Bank, part of NGM Group, and we’ve been helping the people of NSW and South East QLD with their banking needs for generations. Everything we do is driven by the goal of making a real difference to the communities we serve. We strive to do better, to keep surprising our customers with how good 100% customer-owned banking can be.

**What can you expect from us?**

As part of the NGM Group, employees can take advantage of the following work perks:
**Health and wellbeing**; Fitness passport, corporate health insurance and annual flu vaccination.

**Lifestyle and giving back; **Hotel discounts, 14 weeks paid parental leave, two community volunteers days and three recreational leave days per year.

**Professional advancement;** Flexible work arrangements, recognition programs and employee referral program.