Customer Service Manager

2 weeks ago

Parramatta, Australia PlanCare Full time

**Who Are We?**

Howdy - we’re PlanCare A young, exciting health tech company aiming to shake up the ‘Healthcare at Home’ space with innovative technology.

We were recently named one of _AFR’s Top 10 Most Innovative Companies in Health_ - and we’re just getting started.

We do things a little differently here. We’re building a fun, inclusive brand that helps older Aussies take control of their Home Care Package funding, self-manage their supports, and reach their goals.

**Summary**:
The Customer Service Manager will oversee the customer service operations within the organisation. This role involves managing the customer service team, ensuring high levels of customer satisfaction, and maintaining efficient processes. The Customer Service Manager will also develop strategies to enhance customer experiences and drive customer loyalty.

**Responsibilities**:

- Supervise and support the customer service team.
- Develop and implement customer service policies and procedures.
- Monitor and assess team performance to ensure service standards are met.
- Handle complex customer complaints and issues.
- Coordinate with other departments to ensure effective customer service delivery.
- Analyse customer feedback and make recommendations for improvements.
- Prepare regular reports on customer service metrics.
- Ensure compliance with company policies and industry regulations.

**Main Tasks**:

- Recruit, train, and mentor customer service staff.
- Establish performance goals for the customer service team.
- Monitor customer interactions to ensure quality service.
- Develop training materials and conduct regular training sessions.
- Investigate and resolve escalated customer service issues.
- Maintain customer service software and tools.
- Track and report on customer service performance metrics.
- Implement strategies for improving customer satisfaction.
- Stay updated on industry trends and best practices.
- Conduct performance appraisals and provide feedback to team members.

**Relevant Qualifications**:
A relevant qualification for this role may include a diploma or degree in business administration, management, or a related field. Professional experience in customer service or a management role is preferred.

**Relevant Skills**:

- Strong leadership and team management abilities.
- Excellent communication skills, both verbal and written.
- Ability to handle and resolve conflicts effectively.
- Proficiency in customer service software.
- Strong analytical and problem-solving skills.
- Ability to work under pressure and manage multiple tasks.
- High level of organisational skills and attention to detail.
- Strong customer-focused approach.

**Why join PlanCare?**
- A supportive, fun work environment
- Career growth in a fast-growing company
- Competitive industry salary

**Ready to apply?**

**STRICTLY NO AGENCIES.**

Pay: $113,953.07 - $135,000.00 per year

**Benefits**:

- Relocation assistance

Work Authorisation:

- Australia (preferred)

Work Location: In person

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