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Team Manager Edge Services
4 months ago
The Team
The Edge Service team, a pivotal part of the CFS Customer Operations division, dedicated to providing top-tier service to our members and advisers utilizing the Edge and First Wrap Platforms.
As a key member of our team, you will oversee the seamless delivery of services through various channels, ensuring a responsive and efficient experience:
- Inbound and Outbound Calls
- Emails & E-Posts
- Web Messenger
- Exception and Joint process management with our outsourcing partners
- Distribution
- Collaboration with all other CFS business units
- Strong understanding of operational metrics, technology, and workforce management, with proven experience in Service Centre environments.
- Proficient in data analysis, trend identification and enhancing team performance through effective coaching.
- Expertise in service excellence, contemporary delivery trends, and fostering a culture of continuous improvement.
- Demonstrated leadership with a focus on team collaboration and timely issue resolution.
- Ability to navigate complex systems and build strong, customer-centric relationships, with knowledge in investments and superannuation.
- Lead and nurture a team of proficient consultants dedicated to delivering high-quality interactions and exceptional service.
- Embed a culture of high performance by applying active management principles, ensuring all service standards are met or surpassed.
- Effectively lead your team by ensuring punctuality, driving performance, leveraging insights for service excellence, swiftly resolving issues, managing complaints within regulations, and balancing workflows to exceed customer expectations.
- Serve as an escalation point for the Service Centre and broader Operations team regarding inquiries, issues, and Expressions of Dissatisfaction (EODs).
- Manage key relationships with outsourcing partners, ensuring performance meets agreed service levels.
