Service Excellence Specialist

2 weeks ago

Melbourne, Victoria, Australia Block Full time $90,000 - $120,000 per year


The Role

You Will
  • Manage work queue (in Zendesk, Asana, or other) to ensure timely and quality response and resolution. This includes:
    • Reviewing and triaging requests;
    • assigning work tasks in collaboration with the Service Excellence Team Leader (if required);
    • Ensuring that agreed to timelines are met (acknowledgement, task / project milestones)
  • Take ownership of Ops Readiness Activities including:
    • Collaborating with partners to ensure that any change implemented addresses their requirements;
    • Updating or creating customer and agent facing content;
    • Updating / co-ordinating updates to relevant tooling systems such as Zendesk, Ada;
    • providing updates to leadership team on project health
    • Managing Operations Content sign off processes from key stakeholder (eg Compliance)
    • Lead hypercare post go live including tracking agreed Ops Readiness change metrics
  • Investigate and execute improvement opportunities as identified through audits, deep dives, root cause analysis reviews partnering with cross functional teams as required
  • Identify efficiency opportunities by clearly articulating the problem statement, and make recommendations to address it, including the use of:
    • Automation / AI
    • process changes
    • product updates
  • Ongoing review of standard operating procedures and customer-facing content, and any other relevant support documentation to ensure that the information is current, accurate, and compliance with Block Policies and Regulation and supports lowest possible effort
  • Build and leverage reports to uncover actionable insights
  • Mentor and coach peers to share best practices, or in other capacity as required
You Have
  • Experience in Collaboration with Cross-Functional Teams: Experience working closely with operations teams, engineers, project managers, and other stakeholders. Experience working with geographical diverse teams.
  • Content Writing: Experience in creating various types of content, including articles, SOPs, templated responses, case studies, and reports, ensuring that the information presented is accurate and insightful. Particularly focused on operations.
  • Project Management: Experience managing projects, including planning, execution, and delivery, often involving multiple stakeholders.
  • Problem-Solving in Operations: Experience identifying and addressing operational challenges, which can inform content that offers practical solutions and improvements.
  • Research and Analysis: Experience conducting research and analyzing data to support building continuous improvement metrics and effectively engaging with stakeholders to set and drive quality goals.
  • System Experience: Familiarity with Zendesk or Ada is a plus.
Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page .

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