Contact Centre Operations Lead

5 days ago

Doncaster, Australia Global 360 Full time

Due to continued business growth, an exciting opportunity is available for a dedicated and hardworking individual to join our Customer Connect Team in the position of National Customer Connect Lead for Johns Lyng Group.
- Doncaster, VIC Location
- Great Career Progression Opportunities
- Permanent, Full-Time Employment

**The Company**:
Positioned as one of Australia's leading Insurance Builders, Johns Lyng Group has been established since 1953 and has a reputation for excellence. Management's transparent and honest attitude towards staff, coupled with our team of highly skilled craftsmen and professionals make us ready for any building emergency.

**The Role**:
As a Contact Centre Operations Lead and reporting to the Head of Customer Connect, you will be responsible for overseeing customer service teams across our VIC, NSW, QLD & WA offices. You will utilise your existing communication, interpersonal and business management skills to develop strong relationships with internal team members, key corporate clients and customers and ensure all key performance indicators and business objectives are met. This is fantastic chance to join a stable and secure company that values its people above all else Future opportunities for career progression will also be available.

**Key Duties & Responsibilities**:

- Oversee and support the customer service and case management functions across states (5 direct reports)
- Provide national consistency in service processes and customer experiences
- Deliver superior business and customer outcomes
- Support State Operations Managers by monitoring performance of each state
- Ensure a high level of personalised customer experience is provided at all times
- Provide training & coaching to managers and frontline team to build capability and competence demonstrated in improved outcomes
- Ensure communication across customers and clients is of a high standard achieving KPI levels
- Liaise between insurance companies & insured parties
- Manage and oversee complaint resolution and customer vulnerability processes
- Manage fluctuating workloads following catastrophe or weather events
- Work closely with Head of Customer Connect, Insurance Services
- Implement performance metrics
- Develop & improve operational processes that are standardised across the states
- Allocate / relocate resources to ensure optimum efficiency & reduce costs

**Key Selection Criteria**:

- Experience in leading a team within a call centre environment
- Strong background in customer service & administration
- Insurance / claims experience would be an advantage
- Confident & professional phone manner
- Excellent relationship building skills
- Ability to work autonomously & manage a demanding workload
- Excellent communication & interpersonal skills
- High level time management & multitasking skills
- Strong Microsoft Office skills
- Availability to work afterhours & weekend shifts following catastrophe or weather events
- A positive, “go-getter” attitude and a desire to go above and beyond to deliver high quality customer service

Please note:

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