Manager Customer Experience

2 days ago

Brisbane, Australia Residential Tenancies Authority Full time

The role of the Manger, Customer Experience is to support and contribute to the development and implementation of our new strategic initiatives, provide operational planning and oversight of frontline service delivery and empower and coach our customer experience leadership team. This role is pivotal in improving the management of operations and frontline service delivery by empowering and coaching our leadership and frontline teams in best practice activities within a fast paced, high volume service delivery environment where the customer is central to all we do.

**To be successful you will need**:

- Experience in the research, development and implementation of improvement initiatives in high volume service delivery environments, ideally incorporating call centre operations
- Experience in leveraging data to analyse trends and identify opportunities and challenges
- Experience in the implementation of projects including digital/technology projects focused on improving customer channels and the overall customer experience
- Demonstrated experience in being a passionate leader who leads from the front and sees the investment in their people as key to their success
- The ability to maintain a steady approach under pressure and effectively make decisions when faced with competing priorities and strict deadlines
- High level communication, stakeholder engagement and collaboration skills
- Strong experience in a leadership role.

**What we offer is**:

- Once established in the role, the flexibility to work from home up to 3 days per week (against operational needs)
- Brand new, beautifully designed offices at Midtown Centre on Mary St, Brisbane CBD
- A rewarding role where what you do makes a significant impact to our community and families
- Access to a variety of professional development opportunities
- A genuine environment where our culture is lived and breathed in all we do
- A highly supportive culture that values diversity and inclusion while contributing to team success.
- Cover Letter - Maximum of 2 pages
- Resume - Maximum of 4 pages
- 2 referees (made available on request)

For further information on what your cover letter should contain, please refer to the Additional information for applicants document attached.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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