Define and deliver the enterprise Assisted Channel Strategy and transformation roadmapImprove customer access, customer experience, channel effectiveness and organisational performance across Bolton ClarkeProvide 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 technologyLead development and delivery of the Assisted Channel Strategy and RoadmapDefine the target operating model for assisted channels, including ownership, accountability and governanceDrive channel simplification, standardisation and optimisation across Residential Aged Care, Retirement Living and Home and Community ServicesPartner with Digital, Technology and operational leaders to improve the balance between assisted and self-service channelsEstablish enterprise standards for performance, quality assurance, knowledge management and customer experienceUse customer feedback, complaints, Voice of Customer insights and operational data to identify risks, trends and continuous improvement opportunitiesRequirementsTertiary qualifications in Business, Management, Customer, Brand, Marketing or a related disciplineSenior leadership experience in customer operations,



contact centres or customer service organisationsDemonstrated experience leading large-scale customer service transformation and operational improvement initiativesStrong understanding of customer experience, service operations, digital channel integration and assisted channel technologyExperience establishing governance, performance management, quality assurance and knowledge management frameworksHighly team-oriented leadership style, with the ability to influence, partner and deliver outcomes across complex stakeholder groupsCore CompetenciesDemonstrates 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 keywordsCustomer Experience ManagementOperational Improvement InitiativesAssisted Channel TechnologyGovernance FrameworksLeadership in Customer OperationsATS Optimization KeywordsHard SkillsCustomer Service TransformationPerformance ManagementQuality AssuranceKnowledge ManagementDigital Channel IntegrationSoft SkillsCollaborative LeadershipInfluencing SkillsStakeholder EngagementCertifications & QualificationsTertiary Qualifications in BusinessManagementCustomerBrandMarketingIndustry KeywordsAssisted Channel StrategyResidential Aged CareRetirement LivingHome and Community ServicesTools & TechnologiesCustomer Contact TechnologyEnquiry Management Systems
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📌 Head Of Assisted Channels (Brisbane)
🏢 Jobtailor
📍 Brisbane