Customer Service Manager (Perth)

Our client is an ASX 100 iconic market leader, and today they are seeking to appoint an inspirational and transformational Customer Service & Administration Manager to lead their Inbound Customer Service Contact Centres and their Administration Support Teams (WA, SA & NT), whilst playing a key role in the transformation of this B2B & B2C customer centric multi-site operation.  Key to our client’s success has been their ability to position their people at the forefront of their decision making, along with CX excellence. You will be supporting a significant multi-service multi-site operation as you lead these business critical functions.

So, what’s in it for you?  The opportunity to:

• Enjoy a $185k package + 10% STIs
• Have full accountability for multi-site (WA SA, NT) inbound Customer Service Contact Centres and their Administration teams. This includes the customer experience, your multiple teams’ engagement and development, and the delivery of quality administration support, with all teams delivering to organisational KPIs and goals
• Take on a unique hands-on Strategic and Proactive Contact Centre Operations & Administration Management role for one of this ASX100’s highest performing business unit’s Customer Service delivery  

What you will bring to the role:

• Sound commercial acumen, coupled with hands on strategic and proactive leadership expertise
• Demonstrated exp as a change agent who is motivated to deliver outcomes, coupled with a demonstrated understanding that in business, people are the drivers to success, and this role is to really lead the way in working better with your people
• Proven experience in defining processes to achieve continuous improvement
• Proven experience in team management in a high-volume Customer Service environment
• Ideally, demonstrated experience leading the back of house administration functions of a large operation, supporting high volume transactions
• 5+ years contact centre management experience; you will be an experienced VOC and have amazing influencing skills to support the changes sought to delight your people and your customers
• Very confident influencing, facilitation and negotiation skills
• Strong analytic & creative problem-solving skills, & excellent written & verbal communication skills
• Sophisticated approach to understanding and balancing varying customer and stakeholder needs and ability to translate into solutions, strategic initiatives, and process improvements
• Tertiary education preferably in commerce, business or organisational psychology or related streams  

Your key responsibilities will include:

• Taking a key role in the leadership of these high performing multisite contact centres and administration processing teams
• Actively driving the successful achievement of a high-performance, values-based company culture
• Delivering to the highest standards of service through your peoples’ engagement and development
• Organisational development expertise redefining processes that support a new way of thinking, whilst underpinning a culture of continuous improvement
• Ensure understanding, engagement and commitment to delivery of defined service standards
• Recommend and highlight risks, opportunities and alternatives to resolve or enhance service performance at key customer touch points
• Implement defined customer experience initiatives with executive stakeholders
• Direct resolution of service performance issues within Contact Centres; facilitation of service resolution in operational service delivery performance through managing dependencies within own and with other business units
• Identify, through data/trend analysis, process improvements for customer experience initiatives
• Actively participate with Customer Experience and other CSM’s and Administration function regional leaders, to evaluate opportunities to leverage service initiatives beyond the business units
• Provide insight, as the ‘voice of customer’, to support the operation to increase end-to-end customer experience and manage service performance through KPI’s including churn, grade of service, missed services, complaints
• A high attention to detail, as you review processes to identify best in class efficiencies
• Leading change through a high level of collaboration and communication management, which includes ensuring upstream and downstream impact is identified and appropriately managed
• Succession planning  

Make no mistake – this is an exciting career opportunity to join a dynamic ASX100 organisation and deliver genuine value to the regional performance of the business.  Your passion for leveraging off the data to make informed decisions, for your collaborative spirit and your focus on your people and the CX, along with the identification and adoption of best-in-class processes to maximise on resources will all hold you in very good stead for this opportunity.   For a confidential discussion please call Jack on 0412 171 *** or simply apply now by following the links below.
  
Hinchen Recruitment Group is a team of experienced industry recruiters who offer a highly informative honest process, where our genuine goal is to provide a quality and valued service. One that is respectful to all and is as transparent as possible. Confidentiality is assured with all applications, with your privacy our utmost priority.

Acknowledgement of Country: Hinchen Recruitment Group  pay our respects to the Traditional Owners of country throughout Australia. We pay our respects to Elder’s past and present and acknowledge the valuable contribution Aboriginal and Torres Strait Islander people make to Australian society.