Customer Service and Sales Manager

Company Description

Personalised Plates Queensland (PPQ) works together with the Department of Transport and Main Roads and is responsible for the marketing and sales of personalised number plates throughout the state. The energetic PPQ Team have a passion for plates and a genuine interest in helping Queenslanders express themselves on the road. Proceeds from the sale of plates support road safety initiatives in Queensland.

**Job Description**:
We are looking for a Customer Service and Sales Manager to join our welcoming and supportive team. In this role, you will be responsible for ensuring superior customer service delivery by our friendly customer service team to existing and potential customers of Personalised Plates Queensland, in line with Policies and Procedures administered by the Department of Transport and Main Roads. You'll deliver and drive revenue generating Customer Service and Sales based initiatives.

In the role you'll take the next step in your career by:

- Achieving sales and service KPI’s through the call centre embracing both inbound and outbound telemarketing.
- Identifying and implementing opportunities for business process optimization within the Customer Service Team with a view of increasing revenue or improving service delivery
- Developing strategies to assist B2B sales channels with driving revenue and delivering service excellence
- Ensuring that customer experience is timely, accurate and friendly
- Implementing change management protocol and ensuring Business Continuity processes are followed whenever required
- Developing and administering training to the Customer Service Team to ensure Sales strategies are delivered and superior Customer Service is maintained
- Professional development and coaching of Team Leader and Customer Service Team members
- Effective stakeholder management within our team and beyond with the Department of Transport and Main Roads to ensure Business Processes are beneficial for both parties
- Business process optimisation and quality assurance, including the day-to-day operations, compliance, financial reconciliations and reporting.

**Qualifications**:
The person we are looking for has:

- Experience in delivering superior Customer Service
- Proven track record in creating and driving Sales initiatives
- Ability to shine in the face of adversity
- Self-motivated and ability to work autonomously when required
- Excellent time management and prioritization
- Outstanding people management skills
- Experience in delivery Training and Mentoring

Please note this role must be based in Australia and applicants must have full working rights. We are unable to sponsor for this role.

Additional Information
- Be a part of the Publicis Groupe family, one of the world’s most progressive and dynamic modern communications businesses, enjoying all the perks that come with our network offering:_
- A comprehensive Wholeself program supporting Physical, Mindful and Financial wellbeing.
- A creative, fun and rewarding office environment backed up by our **Publicis Liberté** flexibility approach “working your way, with us”
- Extensive Learning & Development opportunities.
- A culture of open feedback and support to reach your goals through our Career Conversations program.
- A committed Diversity, Equality and Inclusion strategy driven through our **Viva Women**, **Égalité, enABLE** and **Embrace** (reconciliation action plan) programs.
- Parental leave policy with up to 18 weeks paid primary carer leave and generous secondary carer benefits.
- Access to counsellors, psychologists and professionals through **Sonder** - an all-in-on digital wellbeing technology platform designed to support psychological, medical & safety needs.