Senior Residential Customer Service Manager

Join us as a Senior Residential Customer Service Manager in Traralgon, where you’ll lead, support and develop our teams while ensuring we continue to deliver outstanding service to our residential customers.

In this permanent role, you’ll play a key part in shaping the leadership and strategic direction of our customer service operations, driving performance, growth and an exceptional customer experience.

Excited to grow your career?

 

We value our talented employees, and whenever possible strive to help one of our team to grow professionally.

 

Our people make all the difference in our success.

Let’s talk about you!

• Solid experience in overseeing the operations of a contact centre, across performance, financial and engagement metrics

• A track record of successfully managing and leading teams, ensuring that they achieve their goals and deliver results.

• Excellent verbal and written communications skills.

• Strong attention to detail.

• Exceptional personal organisation skills.

• An understanding of the telco industry.

• Demonstrated ability to solve problems and think critically and strategically, so that you can identify and address issues, make sound decisions, and lead your team through challenging situations.

How will you support our “Why?”

You will provide leadership, development, and coaching whilst actively engaging and supporting the development of your team to ensure better performance and succession planning for key roles.

Your responsibilities will include:
 

• Managing a medium to large-sized team and coordinating with team managers to meet organisational requirements of the Customer Service team.

• Building and maintain effective internal and external stakeholder relationships.

• Reviewing management information and data analytics to provide continuous improvement recommendations to improve efficiencies across the contact centre.

• Managing the risk and impact of customer change requests, identifying service implications such as the impact of system or process changes on customers/staff.

• Evaluating contact centre performance using key metrics and data analytics (accuracy, call-waiting time, etc.).

• Preparing reports and analysing call centre data to improve processes, ensure resources are properly allocated, and maximise efficiency and customer satisfaction.

If this role speaks to you, hit the apply button to submit your application! Or if you feel you still have a bit more to learn - reach out to the assigned Recruitment Business Partner (found on right-hand side of the advert) and they’ll provide you with some insights on ways to progress and upskill within Aussie.