Customer Experience Manager

An exciting opportunity exists to join one of Australia’s high growth private businesses. COS is a family owned and run Aussie business made up of a community of like-minded people working towards a common goal. Our purpose is to keep Australian workers healthy, safe and productive. Why? So we can deliver on our pledge to donate one million dollars annually to everyday Australians through the Lyone Foundation.

**More about our benefits**
- Flexible hybrid workplace
- Competitive remuneration with excellent bonus scheme
- Generous Reward and Recognition programs
- Access to ongoing training and career development programs
- Access to free Mental Health programs
- Birthday and Anniversary day off
- Convenient location with onsite parking
- Modern onsite gym
- Employee discounts on full product range
- Opportunity to participate in community welfare and charity initiatives

**More about what you’ll do**

We are Australia’s largest privately owned office products supplier, and we have grown over the last 40 years to offer a next day delivery service to over 5,000 customers across Australia.

This role is not your typical call centre, we are focused on service and solutions managing multi-streams of enquiries from our customers.

In this role, you will pro-actively find areas of improvement with the sole aim at ensuring we continually deliver on **Customer Service Excellence** on a strategic and operational level. Your focus will be on building and sustaining a culture underpinned by a sound understanding of the customer needs and customer journey. You will also be a natural leader focusing on providing sound guidance and advice to your team leaders and to the wider team based in NSW & WA.

**More about you**

To be successful in this role, you will have the following:

- 5+ years managing and leading a national customer service team
- Demonstrated experience in managing cross-functional teams in a high-volume and fast paced environment. Previous exposure to Omni-channel contact centres highly desired
- Experience leading organisational change and transformation programs
- Strong numerical, verbal and written communication skills
- Strong focus on exceeding set KPIs and targets
- Ability to manage and address internal clients and external customers queries in an appropriate and timely manner
- Impeccable attention to detail and outstanding work ethic
- Proven history of being punctual, reliable, energetic & committed

**More about COS**

When you join COS you’ll be working for a growing business servicing many of Australia’s most well recognised companies and government agencies. You’ll be part of a socially responsible organisation who provides equal employment opportunities to a talented and diverse team of passionate people.

You will be joining a talented team that live and breathe our 6 core values - Passionate, Results Driven, Innovative, Self Reflective, Family and Service Excellence. At COS, we work together to find smarter ways to deliver on our Company Purpose: Keep Australian Workers Healthy, Safe and Productive. We are passionate about maintaining a business culture that focuses on professionalism with heart.

Through the success of our business COS has been proud to give back over $16 million to community through the Lyone Foundation. Each year through the Lyone Foundation, COS supports Australian charities who are focused on human welfare and are underfunded.

Founded in Australia 45 years ago, today with over 600 employees located across every State of Australia, COS are leaders in our industry, and we’re ready to welcome you onboard

**How to Apply**

**COS can offer you not just a job but a career.**

**If you are interested, we'd love to hear from you