Customer Experience Team Manager

493910
- Melbourne
- Building/Construction
- Customer Service
- Management
- Full-time (Permanent)

**What's on offer?**

As the Customer Experience Team Manager for our Construction team, you will lead a dynamic team and play a key role in shaping the customer journey during the construction phase of building homes. With a focus on operational excellence, process improvement, and developing team capabilities, you'll drive customer experience enhancements and provide strategic leadership across the business.

In this pivotal role, you will collaborate closely with internal and external stakeholders to ensure a seamless customer experience. You will also take ownership of key performance metrics, team development, and continuous improvement initiatives, all while leading by example and fostering a positive, collaborative team culture.

**What you'll be doing**:
**Customer Experience Leadership**:

- Lead and support a customer-first culture, ensuring that all customers experience outstanding service throughout their build.
- Provide feedback to departments and stakeholders to ensure efficient transitions and smoother processes.

**Team Leadership & Development**:

- Manage team workflow and KPIs to ensure speed, accuracy, and timely delivery of outcomes.
- Conduct performance reviews, support team members with development plans, and identify key talent for future leadership opportunities.
- Promote a strong team culture by celebrating successes, facilitating communication, and fostering engagement.

**Process & Continuous Improvement**:

- Drive process improvements and simplifications to maximise operational efficiency.
- Lead root cause analysis initiatives and contribute to ongoing development of operating manuals and procedures.
- Review and implement structured KPIs, ensuring the team meets all deliverables and operational targets.

**Collaboration & Reporting**:

- Collaborate with internal departments to drive improvements, resolve customer concerns, and implement strategies to enhance customer satisfaction.
- Generate monthly reports on team KPIs and feedback areas, presenting insights to leadership for action.

**What can you bring?**
- **Leadership Skills**: You'll have a proven track record of leading teams and managing workflows, with experience in setting and achieving team objectives.
- **Customer Focused**: Passionate about delivering excellent customer service and experienced in building relationships with internal and external stakeholders.
- **Operational Expertise**: Comfortable working in a fast-paced environment, ensuring accuracy in data input and documentation while improving operational processes.
- **Problem Solving & Communication**: Strong communication and problem-solving skills with the ability to drive change and lead a diverse team through challenges.
- **Resilience & Positivity**: A can-do attitude, organisational excellence, and the ability to drive outcomes with energy and enthusiasm.

**Who are we?**

ABN Group is Australia's leading construction, property, and finance company. Operating across Victoria and Western Australia, we deliver dream homes for our customers, from first homes to luxury residences. Our brands include Boutique Homes, Homebuyers Centre, Resolve Finance, Honey Insurance, and BuildLab.

**We will provide**:

- Competitive salary, product discounts, and reward programs.
- Health and wellbeing benefits, including an Employee Assistance Program.
- A market-leading parental leave scheme and volunteer opportunities.
- Ongoing career development, learning programs, and the chance to grow within our business.
- A vibrant culture with regular social activities and supportive, approachable leaders.

**Why join us?**
- You must have the right to live and work in Australia to apply._