AddressIndependent Living Specialists (ILS) have evolved over the last 17 years, to position itself as Australia's largest range of Physiotherapy and home care equipment.
At ILS our mission is to improve the quality of life for our customers, and to ensure that they feel like they are also part of our family. If you yearn to be part of a business that will invest time into your development rather than feeling like 'just a number' then this is the opportunity you have been looking for!
Due to some recent internal movements, we have an exciting opportunity for an experienced team leader to join our Service Team.
The Service Team manages customer cases, service requests and ensures that we deliver on best customer experience.
The customer case management is a multifaceted lifecycle involving coordination with product teams, retail stores, logistics, warehouses and field technicians to get the right customer outcome in the right time.
Leadership
- Providing leadership, support and mentoring to team members
- Undertaking regular performance appraisals, one-to-one meetings, team meetings, training and coaching sessions for all direct reports
- Driving team member engagement, low absenteeism and optimal retention
- Scoping and leading projects which are designed to increase productivity and customer service
Customer Service
- Supporting case managers to achieve great results and ensuring consistently high customer experience is delivered
- Analyzing performance, highlighting problem areas and identifying improvement actions
- Driving improvement actions to improve performance against targets
- Creating and fostering positive relationships across all customer interactions, maintaining a professional and friendly manner and ensuring customer satisfaction as a priority
- Managing multiple stakeholders in the service delivery chain, ensuring all dependencies are managed timely
- Take ownership of the national returns and warranty process, streamline where possible and adopt best practice
Your Skills and Capabilities:
- 3+ years’ experience leading teams in a service environment.
- Strong leadership and people management skills.
- Proven ability to deliver a superior customer experience, thereby actively strengthening the customers affiliation to the brand.
- Strong verbal and written communication skills, with a demonstrated ability to explain complex information in a simple manner.
- Experience in delivery projects and customer experience improvements
- SAP Business One experience will be highly regarded.
What's In It For You:
- Fixed term contract, Monday to Friday role from Eastern Creek.
- Flexible working.
- Competitive base salary.
- 10.5% Super.
- A paid day off for your Birthday each year!
- A paid day off for volunteering.
- Employee benefits and rewards.
- Professional and supportive team environment.
- Ongoing extensive training and coaching.
- Work/life balance.
To find out more about ILS please go to www.ilsau.com.au/our-culture and https://ilsau.com.au/about-us/
If this sounds like your next career move, apply now!
