Job Description

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- Define and deliver the enterprise Assisted Channel Strategy and transformation roadmap
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- Improve customer access, customer experience, channel effectiveness and organisational performance across Bolton Clarke
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- Provide enterprise leadership across the assisted channel ecosystem, including phone, email, enquiry management, intake, referral pathways, routing and triage, knowledge management, quality standards, channel governance and customer contact technology
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- Lead development and delivery of the Assisted Channel Strategy and Roadmap
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- Define the target operating model for assisted channels, including ownership, accountability and governance
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- Drive channel simplification, standardisation and optimisation across Residential Aged Care, Retirement Living and Home and Community Services
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- Partner with Digital, Technology and operational leaders to improve the balance between assisted and self-service channels
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- Establish enterprise standards for performance, quality assurance, knowledge management and customer experience
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- Use customer feedback, complaints, Voice of Customer insights and operational data to identify risks, trends and continuous improvement opportunities
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Requirementsn n
- Tertiary qualifications in Business, Management, Customer, Brand, Marketing or a related discipline
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- Senior leadership experience in customer operations, contact centres or customer service organisations
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- Demonstrated experience leading large-scale customer service transformation and operational improvement initiatives
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- Strong understanding of customer experience,



service operations, digital channel integration and assisted channel technology
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- Experience establishing governance, performance management, quality assurance and knowledge management frameworks
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- Highly team-oriented leadership style, with the ability to influence, partner and deliver outcomes across complex stakeholder groups
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Core Competenciesn

Demonstrates expertise in defining and delivering enterprise strategies for assisted channels, focusing on customer experience, operational improvement, and governance frameworks. Proven ability to lead large-scale transformations and collaborate effectively with diverse stakeholders to enhance service delivery.

Highest-signal resume keywordsn

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- Customer Experience Management
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- Operational Improvement Initiatives
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- Assisted Channel Technology
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- Governance Frameworks
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- Leadership in Customer Operations
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ATS Optimization KeywordsHard Skillsn n
- Customer Service Transformation
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- Performance Management
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- Quality Assurance
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- Knowledge Management
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- Digital Channel Integration
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Soft Skillsn n
- Collaborative Leadership
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- Influencing Skills
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- Stakeholder Engagement
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Certifications & Qualificationsn n
- Tertiary Qualifications in Business
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- Management
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- Customer
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- Brand
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- Marketing
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Industry Keywordsn n
- Assisted Channel Strategy
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- Residential Aged Care
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- Retirement Living
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- Home and Community Services
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Tools & Technologiesn n
- Customer Contact Technology
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- Enquiry Management Systems
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📌 Head of Assisted Channels (Queensland)
🏢 Jobtailor
📍 Queensland