Address
Form of workOur client is seeking a dedicated and experienced Service Optimisation Manager to join their dynamic team in Sydney. This role offers an exciting opportunity to lead a diverse team, ensuring the delivery of high-quality services and continuously improving customer and client experience. The successful candidate will be responsible for leading teams across various functions, including commercialisation services, financial advisory, customer support services and retail tech. This role is perfect for someone with a strong customer-centric mindset, excellent communication skills and a proven track record in service optimisation roles.
What you'll do:
As a Service Optimisation Manager, you will play a pivotal role in shaping the future of our client's business. You will be entrusted with the responsibility of developing the service department strategy, establishing repeatable service processes and KPIs that improve the way the company works. Your leadership skills will be put to good use as you lead teams across various sectors, resolving complex issues and maintaining high levels of satisfaction. Your ability to collaborate effectively with other departments will be crucial in addressing stakeholder issues through data-led decision-making. Furthermore, your commitment to quality will shine through as you implement quality control processes and metrics in line with agreed processes.
* Develop the service department strategy and establish repeatable service processes & KPIs
* Lead teams of service providers, assisting to efficiently resolve complex issues & complaints
* Establish and maintain service standards to ensure consistently high levels of satisfaction
* Collaborate with other departments to address any issues or complaints from stakeholders through data-led decision-making
* Implement quality control processes and metrics in line with agreed processes
* Set performance expectations, conduct regular performance reviews, and provide coaching and feedback
* Gather and analyse customer feedback to identify areas for improvement
What you bring:
The ideal candidate for this Service Optimisation Manager position brings a wealth of experience in customer and client service leadership roles. You have a strong customer-centric mindset and are committed to delivering exceptional services. Your background includes working for a QSR or in consulting or procurement/supply chain, giving you unique insights into the challenges and opportunities within these industries. Your excellent communication and interpersonal skills enable you to build strong relationships with stakeholders at all levels. Finally, your analytical skills allow you to make data-led decisions that drive continuous improvement.
* Strong customer-centric mindset with a focus on delivering exceptional services
* Experience in a customer service leadership role with a successful track record of team management
* Experience working for a consultancy, QSR or in procurement/supply chain
* Excellent communication and interpersonal skills
* Excellent analytical and stakeholder management skills
What sets this company apart:
Our client is a leading player in the industry, known for their commitment to delivering exceptional services and continuously improving customer experience. They offer a dynamic and fast-paced work environment where innovation and creativity are encouraged. Their inclusive culture values diversity of thought and encourages collaboration across all levels of the organisation. This is an exciting opportunity to join a company that truly values its employees and offers numerous opportunities for professional growth and development.
What's next:
Ready to take your career to the next level? Don't miss this exciting opportunity!
Apply today by clicking on the link or reaching out on 82893175 or **************@robertwalters.com.au
Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Daniel Connors on 02 8289 3***for a confidential discussion.
