- Define and deliver the enterprise Assisted Channel Strategy and transformation roadmap
- Improve customer access, customer experience, channel effectiveness and organisational performance across Bolton Clarke
- 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
- Lead development and delivery of the Assisted Channel Strategy and Roadmap
- Define the target operating model for assisted channels, including ownership, accountability and governance
- Drive channel simplification, standardisation and optimisation across Residential Aged Care, Retirement Living and Home and Community Services
- Partner with Digital, Technology and operational leaders to improve the balance between assisted and self-service channels
- Establish enterprise standards for performance, quality assurance, knowledge management and customer experience
- Use customer feedback, complaints, Voice of Customer insights and operational data to identify risks, trends and continuous improvement opportunities

Requirements

- Tertiary qualifications in Business, Management, Customer, Brand, Marketing or a related discipline
- Senior leadership experience in customer operations, contact centres or customer service organisations
- Demonstrated experience leading large-scale customer service transformation and operational improvement initiatives




- Robust understanding of customer experience, service operations, digital channel integration and assisted channel technology
- Experience establishing governance, performance management, quality assurance and knowledge management frameworks
- Highly collaborative leadership style, with the ability to influence, partner and deliver outcomes across complex stakeholder groups

Core Competencies

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 keywords

- Customer Experience Management
- Operational Improvement Initiatives
- Assisted Channel Technology
- Governance Frameworks
- Leadership in Customer Operations

ATS Optimization Keywords

Hard Skills

- Customer Service Transformation
- Performance Management
- Quality Assurance
- Knowledge Management
- Digital Channel Integration

Soft Skills

- Collaborative Leadership
- Influencing Skills
- Stakeholder Engagement

Certifications & Qualifications

- Tertiary Qualifications in Business
- Management
- Customer
- Brand
- Marketing

Industry Keywords

- Assisted Channel Strategy
- Residential Aged Care
- Retirement Living
- Home and Community Services

Tools & Technologies

- Customer Contact Technology
- Enquiry Management Systems

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📌 Head of Assisted Channels (Queensland)
🏢 Jobtailor
📍 Queensland