Public Access Centre Lead

Company Description
illion is the leading independent provider of trusted data and analytics products and services in Australia and New Zealand. illion is headquartered in Melbourne with offices in all major metropolitan cities across Australia and New Zealand. Our team work with leading brands in our region to bring data & analytics to life.
Job Description
Your new role and how you’ll make a difference
This position is responsible for the provision of guidance and leadership to the Public Access Centre (PAC) team; ensuring an exceptional level of customer service to both internal and external customers of illion; and delivering quality collaboration and consultation with internal and external stakeholders in the ongoing effort of process improvement, leadership and capability uplift.
The value-add things you’ll be doing
Lead the Learning and development planning process for all direct and indirect reports.
Lead efforts to improve illion customer experience.
Coach the team in best practice management of support requests for all Customers and stakeholders (internal and external).
Accurately maintain and distribute all daily, weekly, quarterly and annual team reports in a timely manner.
Accurately maintain and distribute all monthly individual reports in a timely manner.
Conduct ad hoc reporting as needed.
Provide process leadership where required for each of the processes maintained by the PAC team.
For selected processes found to be inefficient:
Document current process.
Provide process improvement recommendations.
Implement process improvements.
Qualifications
The experience and qualifications you’ll need to be successful
A strong commitment to quality and customer experience
Interpersonal and relationship building skills.
Sourcing, analysing and presenting data and communicating information.
Team and individual capability building skills
Conflict resolution skills.
Problem solving and analytical skills.
Attention to detail, an ability to learn and demonstrate initiative.
A desire to contribute to the long-term strategy of service quality within illion.
A high level of self-motivation.
Ability to lead and motivate staff.
A record of achievement in service/support/operations within a customer service or allied industry.
Sound knowledge of illion‘s Credit Services products and operations (desirable).
Additional Information
Some of our perks
Flexibility and Remote Working Options
Gifted Leave, Purchased Leave, Public Holiday Swap and Paid Volunteer Leave
Paid Parental Leave
Novated Leasing and Corporate Discounts (ie. Health Insurance)
Education Assistance and dedicated time for professional development as part of your role
Free Employee Assistance Programme, Free Flu Shots and Subsidised Gym Memberships.
illion’s values
Wonder what if
We wonder on many levels. About ideas. And about how others see them. We listen with curiosity. Obsess the numbers. And embrace new ways to make data, make a difference
We’re good eggs
Everything we do is built on integrity. We hold ourselves to high standards. And higher principles. We act with good intentions. Taking every opportunity to be that little bit better.
Human. Kind
People are the hart of our products, processes and culture. Our relationships are a gift. We’re inclusive. Measuring the impact of our actions on other’s first. Kindness and humanity prevail.
We all add up
We work wonders when we work together. Our diverse perspectives and backgrounds make us greater than the sum of our parts. We’re one team, where every single one of us counts.
How to Apply
To apply, please click “Apply Now” button and we will be in touch shortly.
Due to the sensitive data that illion works with, employment at illion is subject to employees having full working rights for Australia and/or New Zealand and successful completion of a Criminal Record Check.
Here at illion, we value diversity and inclusion and believe that we are able to grow and learn better together with a diverse team of employees. By joining illion you'll be part of an inclusive culture that celebrates a diversity of cultures, skill sets, educations and opinions. People from all culturally diverse backgrounds including Aboriginal & Torres Strait Islander Peoples are encouraged to apply.