We have an exciting opportunity for a Customer Service Manager to be responsible for the strategic management of our Customer Contact Centre.  You will manage Campbell Page’s customer feedback / VOC function as well as develop, deliver and provide ongoing improvement of a customer service strategy. 

You will be prepared to challenge the team and the business as you develop, deliver embedded human-centred, customer-centric approach and methodologies. 

This position is a 12-month contract with view for extension for the right candidate, located in either VIC or NSW.

This role will see you:

• Develop, deliver and provide ongoing improvement of a customer service strategy
• Strategise, have oversight and management of the Customer Contact Centre and Team
• Analyse customer feedback (including NPS / CSAT) and use insights to develop, deliver embedded human-centred, customer-centric approaches and methodologies across the business
• Manage customer feedback mechanisms and provide metrics
• Provide business support and tactical responses to common customer pain points
• Oversee accreditation and policy
• Have a contractual understanding and adherence 

As Customer Service Manager, you will have knowledge and passion for CX excellence and have business operations expertise within a call centre environment.

To be successful in this role, you will bring:

• A successful track history of coaching and mentoring experience
• Stakeholder engagement experience
• Ability to managed competing demands and deployment of resources within a fast-paced environment
• Ability to successfully resolve conflicts and disputes
• Work with complex processes / procedures
• Worked within a compliance environment or delivered to government contracts
• Analysing data and making decisions to mitigate risks and enhance performance

Ideally, you will have experience in an employment services or related industry, understand CSAT and NPS, have exposure of being a policy author of forms/policy and practice across a business, and have knowledge in customer research.

To be considered, please provide your resume and a cover letter addressing what makes you a suitable candidate for the role and Apply Now via below link.

For any queries, please email [email protected], using the subject line: Customer Experience Manager - Flexible location enquiry via EthicalJobs.