Group Customer Experience Manager

Department

Customer Experience

Reports directly to

State Manager

reports indirectly to

National Operations Manager

Number of reporting relationships

2

Employing entity

Capital Transport and Logistics Group Pty Ltd

authority to act

This position must act within written group policies, procedures and operations manuals. All decisions outside these parameters must be approved by your direct manager.

Number of staff reporting directly to this position

1 - 5

Number of staff reporting indirectly to this position

20+

Critical relationships (internal)

- National Operations Manager
- State Manager
- Customer Experience Department
- Courier Department
- Taxi Trucks Department
- Fleet Management Department
- Sales and Account Management Department
- Administration Department
- Fleet Management Department
- Contracts Department
- HR and HSEQ Department

Critical relationships (ExTErnal)

- Existing clients
- Existing Sub-contractor

Position Summary

As the Group Customer Experience Manager, you will report directly to the State Manager and indirectly to the National Operations Manager. You are responsible for effectively managing the daily operations of the Customer Experience Department. You must also ensure that all incoming calls to the business, and all query and informative telephone calls to clients, are made within the national KPI timeframes and are in accordance with the Customer Service Standard Operating Procedures (SOP).

You must provide leadership, support and guidance to the Customer Experience team and minimise client attrition through providing superior service.



You have the responsibility to ensure the entire Customer Experience Department is adequately trained in all Company Policies, including but not limited to, manual handling, dangerous goods and chain of responsibility.

It is imperative you stay up to date with any changes to legislation and/or Company policies that directly impact the Customer Experience Department and/or booking requirements and ensure these changes are communicated to your staff.

1.Key Responsibilities and Tasks

1.1Performance measures and key peformance indicators (KPI)

- You must ensure you meet the following Department and individual performance measures and KPIs:

Performance Measure

Benchmarked KPI

Number of inbound telephone calls to be answered by the Department within 3 rings (i.e. 7 seconds)

At least 90% of inbound calls

Total booking errors

Booking errors must not exceed 1.5% of total bookings per day

Number of inbound telephone calls handled outside the Department per day

Must not exceed 5% of total inbound calls per day (unless the Department is short-staffed or there is an overflow in Department workload)

Average number of client calls handled per hour per day (incoming and outgoing)

Average of 15 client calls per hour, per day

Average call handling time

Does not exceed 1 minute and 50 seconds (ie. 110 seconds)

Number of re-queued telephone calls

0 calls

Total number of long abandoned telephone calls per day for the Department

Must not collectively exceed a maximum of 2% of total number of calls per day

1.2Customer Experience and client bookings

- Ensure the Department provides superior customer service to clients at all times. All phone c

📌 Group Customer Experience Leader (Brisbane)
🏢 Capital Transport Group
📍 Brisbane