Customer Support Manager

3 days ago

Sydney, Australia The Movement Advisory Full time

Salary $120K + bonus
- CBD location & WFH
- Financial powerhouse

**Company downlow**

This world leader in financial markets has an impressive history of growth, trust & innovation. They are working on some super sexy projects This has got huge airtime with the big players in the finance world.

They understand the grind and are offering a true hybrid workplace where you come to the office when it makes sense and WFH when you need the quiet or just want to avoid that commute

**A snippet about the role**

You will lead the front line Customer Service team to provide top level service to a range of customers. There will be varied requests coming through, like looking for info, questions on products and services, etc; so you will need to provide timely solutions to customer needs. Maintaining the teams already high standards and continued focus on improving customer outcomes is the goal

**What kind of human you are**

You will be a collaborative kinda person, with ninja level listening skills. You love leading others and pride yourself in passing on your knowledge to ensure customers are receiving quality service.

Managing the team performance to ensure professional development and customer centric outcomes is your bread and butter.

Communication is king and you will be the voice of investors internally by driving focus to and promoting awareness of investor outcomes during incidents and project engagements. Problem solving comes as second nature as you will be the point of escalation within the team, customers and cases.

**Skills we are on the hunt for**
- Solid chops in front line customer support
- Awe-inspiring people leader in a customer facing role
- Knows how to handle escalated customer calls and disputes
- Relationship management with business and second level support team stakeholders
- Strong customer experience ethos
- Leads the adoption of, and/or maintaining a high compliance standard in accordance with, an enterprise wide feedback framework
- Championed risk management in a customer facing operational support function
- Used CRM data to derive customer engagement trends and insights
- Mentors and coaches to develop the professional capabilities of others
- Proactively drives process improvements
- Facilitated team operational readiness for team impacting changes
- Incident management focusing on customer communication whilst remaining calm under pressure

***

**What’s in it for me?**
- Salary $120K + bonus
- CBD location & WFH
- Financial powerhouse

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