Customer Support Lead
3 weeks ago
Develop your career at REA
Permanent Opportunity
Know someone who would be great for this role and want to land yourself a $2,000 referral bonus? Check out our Employee Referral Program and use the Refer button to submit their details.
You’re here because you’re interested in taking the next step in your career. Your team knows you are great, but this team might not know you so well. This role reports to Michelle Langley – Head of Support – it wouldn’t hurt to reach out to them for a chat to learn more about the position Prior to applying, please speak with your current manager – it’s crucial they are aware of your interest in another role.
Which team is this in
The Customer Solutions & Operations team reports through to a broader function called the Customer Group. The group supports the organisation to deliver customer & operational excellence; use data to deliver customer solutions that ensure the profitability and sustainability of the REA Group; and deliver future focused strategic and operational planning.
Customer Solutions & Operations is accountable for delivering customer and operational excellence through all service experiences, including - customer onboarding, product fulfilment, help & support, feedback management, credit and payment solutions.
Day to day of the job
Leading and coaching the team to deliver customer service excellence that drives brand advocacy and loyalty; working across the business to remove roadblocks
Connecting the team to purpose and strategy, ensuring they understand the meaning and contribution of their role
Empowering the team to own it with performance data, feedback and quality conversations to support their development and progression
Understanding the metrics that matter and optimising how they are used to improve team productivity, efficiency and quality
Leading continuous performance improvement, of both people and processes, with the ultimate goal of driving customer value
Actively manage operations and optimise the workforce to meet customer expectations for timeliness and quality of service
Effectively managing operational risk in your area of responsibility, ensuring risks are proactively identified and effectively controlled.
Who we’re looking for
Extensive experience in a customer service and/or operational environment that is fast-paced and change intensive
A leader who can capture the hearts and minds of their team, help them understand our business purpose and strategy, and inspire them to perform and grow
Proven success with creative problem solving to deliver a better customer and employee experience
Experience working as a team to continuously and sustainably improve processes and drive customer value
Comfortable with operational metrics and improving productivity, efficiency and quality to meet performance targets
Knowledge of forecasting and capacity planning in an operational environment
Experience working with internal stakeholders to reduce customer and employee pain points
Some of these things might push you out of your comfort zone or you might be looking at this thinking you can absolutely flourish in this role… Whatever you think, we think you should throw your hat in the ring
Reach out to Morgan Thorndyke if you need any help.
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