Customer Experience Team Leader

5 days ago

Perth, Western Australia Abn Group Full time

493754
- Perth
- Customer Service/Call Centre
- Full-time (Permanent)

**About Us**

For over 45 years, ABN Group has been a leader in the building, property and finance industries, making the dream of homeownership a reality for thousands across Australia. We've built over 90,000 homes, each one a success story, including first homes, apartments, units and luxury homes. We've also provided financial solutions to over 40,000 people, helping them achieve their dreams. Our reputation for quality and care is not just a claim, but a fact, with 1 in 4 customers referred by people who know and trust us.

At ABN Group, you'll discover a dynamic and collaborative culture with engaged leadership, teams who are driven to be better and a space for you to truly thrive. The passion, contribution and care of our 1,900 employees and 3,000 subcontractors are fundamental to our continued growth as one of Australia's largest building groups.

**The Role**

Reporting to the Customer Experience Manager - Construction, you will play a pivotal role in maintaining consistency, quality, and accuracy in our documentation process.

Key responsibilities include:

- Lead the Construction CX team to provide an Awesome Customer Experience
- Review and evaluate procedures, with a focus on continuous improvement
- Provide guidance, training and development to the team to ensure they meet our customer experience standards
- Manage and collate reporting and tracking of team KPIs
- Effectively role out new procedures, facilitating weekly meetings and collaborating with relevant stakeholders
- Promote NPS and consider customer journey in all aspects of decision making
- Provide support the Customer Experience Manager - Construction and contribute to overall strategy

**You**

This position requires someone with a continuous improvement mindset and able to influence and deliver ABN's commitment to a positive customer experience.

You will also have the following skills and experiences:

- Leadership capabilities with the ability to motivate, manage and provide clear direction
- Customer-centric mindset and a passion for providing excellent customer experiences
- Exceptional communications skills with an ability to clearly articulate to a variety or audiences
- Demonstrated ability to build and maintain strong working relationships
- Time management, prioritisation, and organisational skills
- Ability to effectively problem solve and influence optimal outcomes

**Why ABN?**

We're not just offering a job; we're inviting you to be part of a community that values innovation, passion, and excellence. Our employee benefits include:

- **In-House Discounts**: Exclusive discounts to enjoy
- **Flexibility**: Work arrangements tailored to support your work-life balance
- **Career Growth**: Opportunities to elevate your career within a thriving organization
- **Wellness Focus**: Dedicated programs to nurture your well-being
- **Health Coverage**: Access discounted private health insurance
- **Parental Leave**: Paid leave for both primary and non-primary carers

**What's Next?**

If who we are resonates with you and you think you have what is required to fill this exciting role, then please submit your resume today

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