Address
Form of workMovigo Group is a fully Australian owned business, specialising in multiple industries, including accident management, accident replacement vehicles and vehicle repair.
Our business has a customer first mindset, with a focus on innovation and optimisation. We invest in the development of our people, as our success depends on our team being able to deliver for our customers.
We operate from over 24 locations, with staff across Australia, New Zealand, the UK and the Philippines.
About Us
We make a bad day better.
Our customers are not-at-fault drivers who have been in a motor vehicle accident. They’ve just been through an incredibly stressful experience, and now need to figure out how to get a replacement vehicle while theirs is being fixed, deal with insurance companies and they have no idea where to begin. That’s where we come in! Our friendly Customer Operations team will collect their details, arrange a replacement vehicle for them and keep them up to date as we handle all the details for them – all at no cost to the customer.
About the Role
This is an exciting opportunity to lead our passionate Customer Operations team in Hurstville. You will take ownership, oversee and support the team to achieve individual and team KPIs, all whilst building a fun, positive, collaborative and successful team which is pivotal to delivering an incredible service to the community.
Responsibilities
- Training and mentoring staff to continually improve customer service
- Managing allocation of work (inbound and outbound) and performance against set KPIs
- Rostering – ensuring coverage within the hours of operations
- Regularly reviewing audits to ensure high quality output
- Monitor and report on daily activity, including lead conversion
- Effectively manage dispute resolution both internally and externally
- Defining and building the culture of your team
- Identifying ways to create a better customer experience
About You
You are a hardworking and collaborative team player with attention to detail and ability to prioritise effectively. Previous experience in a Call Centre environment leading a team is essential. Knowledge of the insurance, credit hire, motor vehicle hire and third-party industry is desirable.
We offer great company benefits, including employee referral bonus, paid parental leave, retail discounts, plus more.
Would you like to lead our Customer Operations team to success? Click on the apply button and we'll be in touch!
