Provide people leadership to frontline Customer Care teams, setting explicit expectations, supportingwellbeingand fostering a collaborative, customer focused culture.
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Manage individual and team performance, establishinggoals, monitoringoutcomesand supporting capability uplift through coaching,feedbackand call quality monitoring.
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Provide expert advice and escalation support on complex customer service, policy and operational matters, resolving difficult enquiries and complaints using sound judgement.
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Identifytrends, risks and emerging issues from customer contact and operationaldataand providetimelyinsights and recommendations to senior management.
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About You
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To be successful in this role, you will need todemonstrateexperienceinthe following areas:
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Managing People:Communicates role expectations and purpose; recognises deviation from values, performance standards and provides timely and constructive feedback; understands individual needs to optimise employee engagement.
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Managing Difficult Conversations:Listens to and acknowledges that the concerns of others have been heard; clarifies problems; seeks options to resolve conflict.
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Customer Focus:
Monitors customer satisfaction to gain critical insights; looks for continuous improvement opportunities and ways to innovate.
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Team Management:Aligns work activities with operational plans and organisational values and goals through effective people management and role modelling. Allocates tasks in line with roles defined.
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This role is an ongoing positionand based in ourBallaratoffice. This position is only open to applicants with relevant rights to work in Australia.
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For more information, please seethe Position Description
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Other relevant information
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To be eligible for appointment to this role, applicants willpossesscorresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident.