Head of Service Delivery

Company description:

We are values-based organisation underpinned by the CPA Australia Way, which is our commitment to each other and a way of working. It is the foundation of our success, experienced and lived by our people, and felt by members.

Job description:

About the Role:

As the Head of Service Delivery, you are responsible for member services and the delivery of exceptional service, and a high-quality experience, to members through the membership services telephone, email, chat and social media channels. You are also responsible for providing service training, coaching and communications to member facing functions throughout the organisation to ensure a consistent level of high-quality service is delivered through all CPA Australia's touchpoints.

• Lead and manage the Service Delivery Centre to meet required service levels, member experience and agent efficiency/occupancy
• Develop clear understanding of the service guidelines with all Service Delivery Centre employees and create a culture of member service excellence
• Ensure adequate planning of Contact Centre global activity to support business needs and key business processes such as member acquisition and enrolment and renewals
• Develop, coach and mentor direct reports to drive a continuous improvement and customer-centric mindset across all processes, championing a culture of service excellence
• Encourage proactive collaboration and effective communication, multi-level feedback and foster a culture of openness and trust.
• Communicate and promote the organisation's vision and strategic direction to the department
• Leverage existing technology and identify opportunities to further leverage this technologies across Service Delivery to improve efficiency and effectiveness of performance, including the use and expansion of AI related technologies
• Leverage customer feedback trends analysis to support continuous improvement in service design
• Champion customer needs advocacy across the organisation to reduce contact volumes and complaints
• Leading strategic projects related to the evolution of the global contact centre in line with best practice

About You:

You will come to us with Global leadership experience in a service delivery environment, preferably in a Contact Centre environment, as well as:

• Understanding a membership environment preferred and membership bodies
• Understanding of data driven customer focus
• Experiencing managing teams
• Learning and development, and Quality management expertise
• Ability to grasp complex concepts quickly
• Flexible and able to prioritise tasks and manage multiple tasks at single instance within compressed times
• Innovative, stress tolerant, decision-making skills
• Ability to work autonomously unsupervised
• A tertiary level education will be highly regarded

Why we love working here:

• We are a Values led organisation, we Create opportunity, Pursue excellence, Achieve together
• The people: you'll work with like-minded and talented colleagues who aspire to be the best
• Our members: they are at the heart of everything that we do.Hybrid working - a minimum 2 days in the office each week
• Busy, fast paced, and we are passionate about what we do
• Learning & Professional Development opportunities
• We are global and global mindsets are encouraged

About Us:

CPA Australia is Australia's leading professional accounting body and one of the largest in the world. We have more than 175,000 members in over 100 countries and regions. Our core services include education, training, technical support and advocacy. CPA Australia provides thought leadership on local, national and international issues affecting the accounting profession and public interest. We engage with governments, regulators and industries to advocate policies that stimulate sustainable economic growth and have positive business and public outcomes.

We are values-based organisation underpinned by the CPA Australia Way, which is our commitment to each other and a way of working. It is the foundation of our success, experienced and lived by our people, and felt by members.

How do I Apply?

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To learn more about CPA Australia and other opportunities, please visit our Careers page