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Form of workCustomer Service Manager
About the Business
The Hema Group is a dynamic touring, media, and marketing business specialising in the delivery of content and mapping for the outdoor / adventure travel sector operating three key business streams across mapping, media & events.
The business operates several industry-leading brands (including; Hema Maps, A247, Camper Australia, Caravan World, and Outdoor) which each engage with a niche industry segment to connect with and engage consumers. The Hema Group brands deliver products and content both digitally and in print with a diverse selection of magazines, books, mobile applications, and websites with over half a million customers interacting with them regularly.
We are looking for an experienced Customer Services Manager with a 'can-do' attitude to join our Brisbane Team.
About the Role
Reporting to the General Manager of Sales and Marketing, the ideal candidate will be an experienced and enthusiastic individual with a passion for delivering exceptional Customer Service. Managing a team of four full-time staff and two casuals, the role will require an ability to set the strategic direction for the team, embed strong reporting protocols, and ensure the smooth running of day-to-day Customer Service operations.
Responsibilities
- Lead, manage, and support the Customer Service team to ensure the highest levels of Customer Service to both B2B and B2C customers are maintained.
- Build strong relationships with all internal and external stakeholders.
- Ensure timely and accurate reporting of Customer Service metrics.
- Use reporting analytics to develop, recommend, and implement improvements in the business processes to improve Customer Service, productivity, lead time, quality, and cost efficiency.
- Lead cross-functional work as an individual or in small teams depending on the size/scope of the initiative
- Prepare process and value chain analysis to support problem-solving and decision-making.
- Administrative office duties to ensure the office is kept in good running order
- responsible for overseeing front office presentation, including the reception area and facilities.
Experience/Skill Set should include:
- Minimum of three years experience in Customer Service operations
- Leadership experience with a track record in developing and achieving business results
- Strong business acumen and financial literacy
- Demonstrated conceptual and analytical ability
- Experience within a scalable workforce
- People management skills with a high level of integrity, reliability, and practicality.
- Strong communication, negotiation, and interpersonal skills
- Strong analytical and business development skills
- Understanding of operations, policy, planning, and corporate governance
- Ability to develop strong relationships with diverse stakeholders
- Strong personal credibility and integrity
- Proactive attitude in driving improvements with high energy having an inclusive approach and ability to create a high engagement
- Highly developed planning and organisational skills
- NPS and or Hubspot experience highly desirable
- Interest in the outdoors/domestic travel/4WD/camping
Benefits:
- Supportive and collaborative management
- A team culture focused on quality and exceptional service delivery
- A strong commitment to safety
- Interesting and varied work - no two days will be the same
- A dedicated health and wellbeing program
- New offices within the Eight Mile Plains Technology Park precinct with onsite parking and great coffee
The successful applicant will be an Australian citizen or permanent resident. Anyone who does not meet this basic requirement need not apply.
