Customer Experience Administration Manager

**Join Australia's leading public transport provider**:

- ** Newly developed role**:

- ** Competitive salary and benefits package**

Are you a passionate customer advocate with a proven track record in leadership and administration? Do you thrive in a fast-paced environment and enjoy driving positive change? Then Torrens Transit wants to hear from you

We are seeking a highly motivated and experienced Customer Experience and Administration Manager to join our Corporate and Operations team. Reporting directly to the Managing Director, this crucial newly developed role combines strategic customer experience initiatives with efficient administrative management, ensuring seamless operations and exceptional service delivery.

**About the Role**:
This dynamic position requires a strategic thinker with strong leadership skills and experience with designing, implementing, and managing strategies that enhance customer and stakeholder satisfaction. This includes:
- ** Developing and implementing a comprehensive customer experience strategy**:Elevating our service offerings and strengthening customer relationships.- ** Supporting Operations and Administration teams**: Ensuring exceptional and consistent service delivery across the organisation.
- ** Monitoring and analysing customer feedback**: Identifying areas for improvement and implementing organisational-wide initiatives.
- ** Overseeing administrative processes**: Overseeing service requests, customer inquiries, and escalated issues, ensuring timely and effective resolution and the efficient management of service records and communications.
- ** Tracking key performance indicators (KPIs)**: Monitoring progress and ensuring goals and service levels are met.
- ** Managing customer complaints and dispute resolution**: Ensuring timely and effective resolution.
- ** Implementing streamlined administrative processes**: Enabling timely and accurate reporting for Transit Systems, Kelsian, and state government bodies.

**About You**:

- At least 5 years of experience in customer service management, senior administration, or operations, preferably within the public transport, logistics, or service industries.
- Demonstrated understanding of government relations and familiarity with the political environment. Ability to quickly understand complex contractual and policy issues and provide high-quality analysis and advice.
- Proven leadership experience, with a demonstrable ability to lead and motivate teams.
- Excellent verbal and written communication skills, with experience in report writing and presentations.
- Strong project management skills, with the ability to handle multiple tasks and meet deadlines.
- Exceptional relationship management and negotiation skills, capable of building and maintaining strong relationships with internal and external stakeholders.
- A creative and innovative approach to problem-solving, with the ability to generate new ideas, approaches and work effectively with a diverse range of teams and stakeholders.

**Key Performance Measures**: Success in this role will be measured against various KPIs, including customer satisfaction levels, compliance with contractual obligations, successful initiative completion rates, stakeholder satisfaction, service request resolution times and the timely and accurate submission of reports.

**To Apply**:
If you are ready to make a significant impact on customer experience within a leading public transport organisation, please submit your resume and cover letter outlining your relevant experience and skills via the **APPLY NOW** Link.

We aim to provide meaningful and sustainable employment opportunities that are free from barriers, support and celebrate the diverse talents of our team members, improve awareness of the value of diversity and inclusion across our organisation, and enable our leaders to champion diversity and inclusion.