Customer Experience Team Lead

6 days ago

Perth, Australia ABN Group Full time

493724
- Perth
- Customer Service/Call Centre
- Full-time (Permanent)

**Our Company**

Home Assist is the dedicated service and maintenance division of ABN Group, Australia’s leader in construction, property and finance, combining 40 years of home building expertise and the strength of our Group into a specialist division wholly focussed on this important stage of the new home ownership journey. We pride ourselves on our customer centric approach to the service needs of homebuilders and deliver an exceptional experience throughout the maintenance and warranty period of every home we build.

**The Role**

Reporting to the Customer Experience Manager, you will lead the After Care team to deliver an awesome customer experience to our clients through the service period of their new home.

Key responsibilities include:

- Mentor and support After Care Consultants, including providing necessary training and development to upskill the team
- Monitor tasks and workflow to ensure delivery, consistency, quality and accuracy of documentation
- Review processes to ensure a high level of customer care is provided to our clients
- Track KPIs and reporting findings back to the Customer Experience Manager
- Assist in customer conflict resolutions and escalated disputes

**You**

You will also possess the following skills and experiences:

- Demonstrated experience in providing exceptional customer service
- Exceptional communication skills - both written and verbal
- Leadership experience in a customer-centric environment
- A can-do positive approach to work and a drive to improve and exceed goals
- Ability to influence others and move towards a common vision or goal
- Excellent time management and organisational skills

**Why ABN?**

We're not just offering a job; we're inviting you to be part of a family that values innovation, passion, and excellence. Our employee benefits include:

- **In-House Discounts**: Exclusive discounts to enjoy
- **Flexibility**: Work arrangements tailored to support your work-life balance
- **Career Growth**: Opportunities to elevate your career within a thriving organization
- **Wellness Focus**: Dedicated programs to nurture your well-being
- **Health Coverage**: Access discounted private health insurance
- **Parental Leave**: Paid leave for both primary and non-primary carers

**What's Next?**

If who we are resonates with you and you think you have what is required to fill this exciting role, then please submit your resume and cover letter.

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