Customer Service Operations Process LeadCustomer Service Operations Process LeadReports To:Senior Customer Service Operations ManagerFunction:RetailLocation:MelbourneEC Job ClassificationCritical Infrastructure role:NoApproved By:Approval Date:**************Last review date:*******Position DescriptionPosition:Customer Service Operations Process LeadReports To:Senior Customer Service Operations ManagerFunction:RetailLocation:MelbourneEC Job ClassificationTeam Leader/SpecialistCritical Infrastructure role:NoApproved By:General Manager RetailApproval Date:*******Position creation date:*******Last review date:*******PurposeThe Customer Service Operations Process Lead works closely with the Senior Customer Service Operations Manager and has shared accountability for the delivery of the customer service performance of the Pacific Blue Retail business.Specifically, the role has direct responsibility for the oversight of the external customer service agents, including cost and budget management, setting of KPIs, performance against KPIs, and ensuring that the outsource partner of the business is representing Pacific Blue in the same way as would be expected internally.The Performance Lead role also has accountability for supporting the onboarding and training of any members of both the local and outsource service team.
Further, the role has direct responsibility for recruitment, training and development of outsource partner agents, as well as monitoring the performance and progress of, and supporting any coaching or training that they may deliver themselves, or others to the internal team.In busy times for the business, the role will also be expected to 'step in' as a senior agent and support the team by taking customer calls directly.
It would be expected that this would account for about 20% of the overall time spent in role.Key Duties and ResponsibilitiesWith the Team Leader, foster and lead a culture of teamwork and high performance across the internal and outsource partner service teams;Direct oversight,



and management of the performance of the outsource service agents;KPI setting, embedding and delivery within the outsource service team;Setting and managing the budget (headcount) with the outsource service partner of Pacific Blue;Holding external partner to account on performance against KPIs and contractual obligations;Onboarding of all new Agents – internally and through the partner;Ongoing training of service Agents – internally and outsource partner;Setting and ensuring the delivery of the appropriate operating rhythm with the outsource service partner;Working across the Retail Operations team, ensure the appropriate business communications to outsource service team to ensure knowledge as the local teams;As required, act as a Senior Agent and take service customer calls;Deliver the expected Service performance outcomes of Pacific Blue, including but not limited to:Cost ManagementHeadcount Management (outsource)Call volumesService levelsCall handling timeCustomer service metrics (such as NPS)Call qualityEnsure that the Company's compliance obligations are actively maintained, managed and kept up to date with focus on the compliance obligations allocated to the position title as identified in the Company's Register of Compliance ObligationsChallengesManaging conflicting prioritiesRequirements to manage through influence - and across different, remote locationsNeeding to work cross functionally, with a strong ability to influenceRequired to effectively balance the delivery of service and support to customers ensuring high quality, maintaining compliant operations and meeting the expected outcomes of the businessWorking in a small team,



but with the need to recruit support from elsewhere in the business as requiredJudgmentsAbility to engage stakeholders in the development and delivery of service outcomesRequired to effectively balance the delivery of service and support to customers ensuring high quality, maintaining compliant operations and meeting the expected outcomes of the businessAbility to resolve a range of customer related issuesUnderstanding of the energy retail customer lifecycleAbility to manage the balance between business, customer and employee needsKnowledge, experience (including qualification) and skillKnowledge and ExperienceMinimum 3 years working in Retail energy3 years+ experience in as a Process or Performance Leader or similar roleDemonstrated experience working in, Contact Centre service teams;Willing to accept responsibility, foster accountability and lead by exampleDemonstrated experience in developing and implementing customer facing strategies and processes.Experience in managing service level agreements with external suppliers.Demonstrated ability to work constructively and collaboratively with internal teams/functions and have a sound understanding of customer service performance managementTrack record of performance against leadership and customer service related KPIsCampaign delivery expertise, including tactical and strategic execution of operational activities within all market segmentsKnowledge of regulatory reporting requirementsSkillsDemonstrated ability to work in an agile and energetic business cultureStrong effective self and time management skillsExceptional verbal, written and interpersonal communication skillsLeadership through influenceManaging external partnersProblem solvingPlanning & Project ManagementReport writingCommercial acumenRisk assessment and mitigationExcellent stakeholder engagement, and ability to manage via influenceAbility to think laterally and analytically through complex issues and apply learned knowledge
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📌 Customer Service Operations Process Lead (Geelong)
🏢 Virgin Australia
📍 Geelong