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

1.1 Performance measures and key peformance indicators (KPI)

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

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

1.2 Customer Experience and client bookings

- Ensure the Department provides superior customer service to clients at all times. All phone calls must be answered with “Welcome to Capital, this is [name]”
- Ensure the required information is captured on all telephone bookings including but not limited to:
- Type and number of goods;
- Dimensions;
- Weight; and
- Special delivery instructions (if they apply).

If you identify that your staff are not capturing the abovementioned information on all bookings, you must provide them with additional training and/or performance manage them accordingly

- Ensure that all bookings are taken in line with the Company Manual Handling Policy. You must ensure that you take all reasonable steps to ensure no bookings that pose a hazardous manual handling risk and are entered into the Transport Management System (TMS). You must review any escalation made to you where your staff are unsure on whether they need to book an assist
- Consider the requirements of each job, including the workplace the sub-contractor will be exposed to and apply suitable control measures to the booking, including but not limited to specialised equipment, manual handling equipment, detailed instructions and/or an assist
- Ensure that Dangerous Goods bookings are made in line with the Company Dangerous Goods Policy.
- Ensure that client rings backs are being performed in line w

📌 Customer Service (Brisbane)
🏢 Capital Transport Group
📍 Brisbane