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Client Services Manager

3 weeks ago

South Melbourne, Australia APM Full time

About the Role

As a Leader your key focus is to support and lead your team to ensure efficient service to our clients and customers via different contact channels and correspondence. You will actively coach and develop your team to support and educate our clients and customers across various workgroups within APM focusing on first contact resolution, retention and turnaround time targets. Working within the contact centre environment, you will oversee daily operations of your team/s, including real time management, daily and weekly planning.

**More specifically, you will be required to**:
Lead, motivate, train and multi-skill teams providing services to ensure client experience is of a high standard

Develop and maintain strong, positive relationships with both internal and external stakeholders

Ensure all communications to stakeholders are timely and of a high standard, either written or verbal as appropriate

Maintain expert knowledge of customer service industry trends and approaches and identify opportunities to implement new service initiatives to benefit APM clients and customers

Determines call centre operational strategies by conducting needs assessments, capacity planning and cost/benefit analyses

About You

**To be successful in the role you will have**:
Demonstrated team leader or managerial experience

A strong people leader with the ability to leverage off existing resources and capabilities in new and unique ways to achieve success

Demonstrated customer service experience preferred

Excellent Interpersonal/communication skills

You will be self-motivated, reliable and have the personal and professional presence, integrity, business ethics and credibility to represent APM in a positive manner and positively contribute to the APM culture.

We're committed to Equality, Diversity and Inclusivity

We welcome all people to join our team, including people from Aboriginal and Torres Strait Islander communities, living with disability, all gender identities, LGBTQIA+, people of any socioeconomic status, of any age, race, national origin or ethnicity. We believe each person’s uniqueness makes us even better at the work we do.