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Form of workOur client is a member-owned organisation committed to supporting Doctors in their professional and personal lives.
They provide an extensive range of products and services in the areas of insurance, lending, health, legal and practice management.
Our client is a member owned organisation and their members are at the heart of everything they do. Doctors are on and chair their board to represent members’ interests, values, and priorities.
About The Role
We are looking for a Contact Centre Manager able to collaborate with other leaders of the Member Engagement Team and focus on business improvement to process and performance.
Duties:
- Develop and lead staff through consistent application of performance and service management strategies
- Implement plans, developed with management, to lift performance to necessary levels and take action to address unsatisfactory performance
- Assist in managing the operations of the centre through completion of reports and management of reporting.
- Monitor the team performance and have a strong focus on coaching
- Focus on quality and timeliness of experience
- Manage member complaints/escalation and analysis of service experiences with a view to minimise complaints.
- Represent Member Engagement team in variety of initiatives/projects across the organisation as required including (Renewals management, System changes etc)
Skills & Experience
- Strong and confident communication and interpersonal skills
- Intermediate computer skills
- Negotiation and staff development skills
- Strong sales performance and customer service skills
- Strong understanding of products, systems and processes
- Strong customer service orientation and an understanding of the sales environment
- Excellent presentation and communication skills
- Product demonstration skills, coupled with training and public speaking ability
- Knowledge of organisation’s products
- Ability to identify sales leads and on-sell
- Ability to manage, lead and motivate a team
Benefits
- Hybrid working model
- Supportive team and great culture
- Terrific modern office located in Darling Harbour
- Work for a mutual organisation that is dedicated to running purely for their members benefit
- Permanent opportunity with a company that believes in career growth
