Customer Service Manager

OVERSEE A CALL CENTRE TEAM FOR B2C RESIDENITAL CUSTOMERS
- OPEN ON INDUSTRY EXPERIENCE - LOOKING FOR A DEPARTMENT MANAGER
- NATIONAL ENERGY EFFICIENCY BRAND IN SOLAR, HEAT PUMP, LIGHTING

**About the company**

You are looking at a business who have cemented their name as one of our top tier pioneers in the energy efficiency markets nationwide and are known as one of the more astute, organised, and reputable providers in the space who have been operating for over 10 years and are on an aggressive curb of growth.

The key difference with this organisation is that they are an Accredited Certificate Provider which is a licence only a handful of energy efficiency businesses in Australia can obtain. From that they have very strong operational procedures, regiments, processes, project management and compliance; which all extrapolates in to their daily function and culture, making them a cut above the rest in the industry.

They serve the residential & commercial markets with the very best in energy efficient power products which include; solar power, heat hot water pumps, HVAC, lighting and a range of other energy efficient solutions & products. As a result, they have a large active demand from customers and clients, the main inbound enquiry is B2C residential clientele.

Having their own brand new state-of-the-art facilities across the country and a large work force with subsidiary businesses, you will be joining not only a company on an unstoppable trajectory of growth, but also in one of the biggest boom industries of our time if you aren't already in it.

**The position**

You will help the business improve their internal efficiencies in the customer response and customer enquiry management processes. Responsibilities will include:

- Managing and overseeing a team of customer service reps
- Helping improve current customer response
- Ability to enhance customer enquiry process
- Assist with policy and procedure development
- Train, coach and guide your staff
- Ensure CRM use is accurate and adhered to
- Manage the chat support function
- Ensure ticketing system is followed for complaints
- Having cross function to pass leads to sales team
- Manage the Customer Service team office
- Develop training & policy for your team

**The benefits**

This role is packed with a myriad of benefits not only in the short term immediate, as well as for the long-term complimenting your career and future, these are:

- A genuine, vibrant, young, collaborate, purpose built culture
- Generous base $75,000 - $95,000 + superannuation
- Western Suburbs Melbourne based role
- Genuine company culture that is flexible, fun and caring
- Collaborate with the directors to implement best practices
- Ability to drive real change and have your say over process
- Putting your stamp on your division in terms of operating models
- A conscious, forward thinking business with driven leadership
- A sustained brand and strong history of successful delivery
- Genuine career path to grow to move up in the organisation
- A business with other subsidiaries that are established and strong staff retention
- Having team members onshore & offshore

**The experience needed**

To be considered for this role you need to be coming from any related space within a customer service, call centre, phone, computer, chat support or customer support where you have been in a similar management role responsible for CS Reps under you as well.

Your experience can come from ANY industry where you are helping customers on a wide scale who have varying levels of enquiry, issues, questions, complaints or needs. Though relatable industry experience to energy, solar, elec, utilities could be favoured, it is not essential.

Key areas of experience are:

- Customer service management experience
- History of driving positive customer experience
- Experience of managing teams of customer service reps
- Experienced in process, policy and internal function
- Experience in resolving complaints and issues
- Can work with staff for training, coaching and development
- Good communication skills verbal and written
- Experience using CRM and technology systems

**This position is a Melbourne based role in the Western suburbs.**

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