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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Requirements
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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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Solid 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 collaborative leadership style, with the ability to influence, partner and deliver outcomes across complex stakeholder groups
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Core Competencies
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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.
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Highest-signal resume keywords
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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 Keywords
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Hard Skills
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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 Skills
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Collaborative Leadership
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Influencing Skills
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Stakeholder Engagement
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Certifications & Qualifications
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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 Keywords
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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 & Technologies
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Customer Contact Technology
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Enquiry Management Systems
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📌 Head Of Assisted Channels (Queensland)
🏢 Jobtailor
📍 Queensland