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




Solid 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 (Brisbane)
🏢 Jobtailor
📍 Brisbane