Supervisor, Customer Success Management

Job Summary:
Join our team of over 5,000 employees globally, who provide the insights through data and next generation technology that help millions of people find, buy and protect the homes they love. From the beginning, CoreLogic has been driven by a single purpose - to innovate and create solutions that solve our clients’ toughest challenges in the housing market. CoreLogic is the trusted source for property intelligence, with deep knowledge of powerful economic, social, and environmental forces that promote healthy housing markets and thriving communities.

**Job Description**:
Who are you?

You live and breathe an ethos to create a high performing team and a supportive environment. You’re passionate about helping our staff have access to the very best tools to do their jobs, removing roadblocks to ensure their success, creating a high-performance framework and an inclusive and engaging culture. You are curious about our clients and the ecosystem in which we operate and you work to understand how we can optimise our service offerings to create best in class experiences for our customers.

Your service ethos is excellent, you know how to have great conversations with customers and you inspire our staff to do the same. That’s why you trust your own judgment and your ability to positively influence across an organisation and the staff that in your care. You don’t rest on you laurels and you always challenge the status quo to ensure we are operating at our best.

But you’re also a team player. You thrive in a collaborative leadership team environment, working with like-minded colleagues to build a world-class customer service function and create memorable experiences for those who work with us and the customers we do business with.

What’s the role?

Our business is only as strong as the service we provide to our customers. That’s where you come in. Your work lays the foundation for all of the customer promises we have made when they selected to do business with CoreLogic, ensuring we deliver world-class, scalable customer experiences for our market leading products.

This role is critical to the success of CoreLogic. You’ll be responsible for driving customer outcomes across the business, by ensuring we have a strong service strategy to drive innovation and improvement. You will always have a watchful eye on ensuring we meet our contractual and service obligations on a daily basis. However, you will also have an eye on the horizon. You will be analytical in your approach to understanding the great things we do and also the things we need to improve. You will curate that data with customer stories and service outcomes to create a compelling picture of the health of our customer service and gain influence across the business to collaborate with you on the necessary changes.

Your purpose? The responsibility for taking care of those in your charge, creating a supportive, inclusive and high performing environment. You will nurture your staff to ensure they achieve their best and grow and develop them to support their career aspirations or simply more responsibility in their current role - you listen to your staff and create bespoke development plans with them. Whilst always supportive, you have a strong belief, ability and commitment to create a high performance culture, defining KPI’s that measure real success (not just irrelevant targets) and ensure the team understands their purpose and the critical role in our organisation. You role model our values everyday.

What will you be doing?

The role includes:

- ensuring all customer service, data acquisition and business processes and are undertaken with care by the team
- Working across the business to remove roadblocks for our customers and suppliers, making it really easy to do business with us
- shaping the service culture across the team and broader operations business
- ensuring appropriate recruitment, training, scheduling and development plans are in place for staff whilst fostering a feedback rich and supportive environment via regular 1 on 1 and team engagement
- an escalation point for service issues within the team, ensuring we deal with inherent issues, not just individual resolution.

Are you the right fit?

You need to have:

- proven experience in
- creating great customer and stakeholder relationships and building rapport - being engaged internally and externally is key for making smart decisions
- helping to produce simple, easy to understand processes for our customers and suppliers
- strategy planning and execution to strive for technology enabled operations
- leading a highly engaged team with consistently strong performance
- a demonstrated ability to
- be curious as you deal with complexity and the many unknowns in a decision-making process
- champion customer outcomes within our organisation, don’t settle for the status quo if it impacts a customer’s impression of our products
- display strong decision making skill