Head of National Customer Contact Centre

3 days ago

North Sydney, Australia Invocare Full time

Are you a visionary leader with a passion for delivering exceptional customer experiences? InvoCare is a leading provider of funeral services across Australia, New Zealand, and Singapore, renowned for our private memorial parks, crematoria, and pet cremation services, we are looking for an innovative and dynamic Custoer Contact Centre leader to revolutionise our customer care strategy and lead our national Call Centre teams.

**About the Role**:
As the Head of National Contact Centre, you will lead the management of inbound customer calls and develop a cutting-edge omni-channel Customer Care Program. Your mission is to unify and inspire a team of Customer Care Agents across Sydney, Brisbane, and Melbourne, creating a seamless and professional customer service experience. Over the next few months this will include the implementation of an IVR and expansion of the team to include additional services.

**The InvoCare support office is currently located in North Sydney, however, we are excited to announce that our office will be relocating to the Western suburbs before July 2025.
**Key Responsibilities**:
As the Head of National Contact Centre at InvoCare, you will have the opportunity to shape and elevate our customer service operations. Here’s what you’ll be driving:

- Leadership: Unite and inspire a national team, fostering a collaborative and high-performing culture.
- Call Management: Optimise inbound call handling and implement best practices.
- Team Management: Lead regional hubs, ensuring high service standards and implementing Quality Assurance.
- Analytics & Improvement: Provide actionable insights from call data to enhance customer experiences.
- Training & Development: Partner with Learning and Development to hire, train, and develop staff.
- Omni-Channel Care: Implement live chat, social media monitoring, and digital self-serve support.
- Value-Added Services: Innovate strategies for pre-paid sales and outbound sales.
- Technology Integration: Work with IT to enhance technology use and develop a technology roadmap.Budget & Workforce Management: Manage budget, workforce planning, and rostering for optimal efficiency.

**Experience and Qualifications:
To excel in this pivotal role, you'll bring a unique blend of skills and experiences. Here's what we're looking for to ensure you thrive and make a lasting impact at InvoCare:
Essential:

- Proven experience leading a high-performing Customer Contact Centre.
- Expertise in rostering and budget management.
- Strong understanding of omni-channel customer care and call centre technology.Experience in training and developing high-performance teams.

Interpersonal Skills:

- An empathetic leader with the ability to inspire and unite teams.
- Customer-obsessed with a deep commitment to enhancing customer experiences.
- Collaborative and supportive, committed to our front-line team members.
- Comfortable with the sensitive nature of our services.
- Highly organised with strong attention to detail and proficiency in Microsoft Office.
- Excellent written and verbal communication skills.Solution-focused, goal-oriented, and adaptable to new technologies.

**How to Apply**:
InvoCare is proud to provide our employees with a quality work environment and opportunities for both personal and professional growth.

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