Customer Experience Lead

17 hours ago

Balcatta, Australia Water Corporation Full time

12 month Fixed Term position
- Based in Balcatta
- $112,195 + 11.5% Super

**About the role**

Based in our Balcatta office, we have a 12 month acting opportunity for a Customer Service Lead.

Do you love to inspire and motivate others? Are you an exceptional coach? Do you have a strong and unwavering belief that the customer is at the heart of all that we do? If you answered yes, then we have an exciting opportunity for you.

As a Lead, Customer experience, you will lead, develop, and motivate a team of consultants to deliver excellent customer service for the corporation’s customers and contribute to the Customer Service Contact Centre performance targets and Operating Licence requirements.

**What the role will involve**
- Multi-channel contact centre
- Utilise your strong coaching and management skills to Lead and coach our teams.
- Drive people’s productivity and high performance through objectives and KPI setting aligned to target business initiatives and improving customer service levels.
- Identify continuous improvement opportunities through monitoring service performance and analysing trends and results.

**About you**
- You are an experienced and passionate coach - driving outstanding outcomes for people and in turn our customers.
- Communicating with people is what you do best, managing change and engaging with employees is second nature to you. You understand that the “why” is often more important than the “what”.
- You are a strong customer advocate.
- You are solution-focused and like to take ownership.
- You have experience in turning customer feedback into meaningful action.
- You understand how fast paced a contact centre environment is, and you know what levers to pull.
- Fostering great teamwork, along with being a great team player, is all in a day’s work.

If you are interested in the above opportunity, please submit a covering letter and resume that best demonstrates your skills and experience as well as your ability to meet the requirements of the role.

As part of the recruitment process you may be required to complete pre-employment screening which may include a medical, qualification check, police clearance and Australian working rights check.

**Applications close Wednesday 27th November 2024**

**Our commitment to a diverse and inclusive workplace**:
Diversity and inclusion are more than words. They guide us on building a thriving workforce that reflects the diversity of our customers and our community.

To read our diversity and inclusion statement, please visit our website

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