General Manager Customer Experience

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Unique opportunity to positively impact customer experience in an iconic business.

Summary about this job

Management

Company: Transdev Australasia Pty Ltd

Location: Sydney

Work type: Full Time

Salary: n\a

Phone: +61-7-1780-1553

Fax: +61-8-5775-8232

E-mail: n\a

Site:

Detail information about job General Manager Customer Experience. Terms and conditions vacancy

The role

Reporting to the Managing Director, this role is primarily responsible for:

  • Building and delivering the Harbour City Ferries vision for exceptional customer experience. 
  • Development and delivery of annual plan objectives for customer service, external communications, stakeholder engagement and revenue protection within budget, service standards and agreed KPI's to meet both Harbour City Ferries and customers' expectations. 
  • Implement and manage the Harbour City Ferries 'Meet the Manager', Customer Satisfaction Survey, Mystery Customer programs in an efficient and effective manner to ensure that Harbour City Ferries understands the expectations and level of satisfaction experience by customers of Sydney Ferries. 
  • Contribute to creating an effective brand strategy across all stakeholders building a brand presence that supports Harbour City Ferries' vision. 

In addition to providing the business with regular quantitative and qualitative feedback on customer service performance, you will work with stakeholders to improve customer experience. 

 

What you bring

To be successful in this role, you must have: 

  • A passion for leading front-line staff in the delivery of excellent customer service. 
  • High level of interpersonal, communication and negotiating skills. 
  • Strong leadership skills and highly motivated with the capability of dealing and communicating with all levels of management. 
  • Sound knowledge of IT needs analysis, planning and project management. 
  • Expert knowledge and experience in computer based management and reporting systems. 
  • Tertiary qualifications in business management, marketing or an equivalent discipline are highly desirable. 
  • Demonstrated experience at management level in a customer service function.
  • Resilience!
  • Experience working in a customer service function in a blue collar environment and/or the transportation sector would be highly regarded.

 

The benefits for you

In addition to working in the iconic Harbour City Ferries business, you will also be part of the broader Transdev global public transport brand.  Transdev is a rapidly growing business and offers great career develop opportunities.

 

About Harbour City Ferries

Harbour City Ferries is the operator of the iconic Sydney Ferries on behalf of the NSW Government employing around 650 staff at any given time and operating over 170,000 services per year throughout Sydney Harbour and its related waterways.

Harbour City Ferries is a wholly owned subsidiary of Transdev, a world leader in the operation of passenger transport services. Transdev operates in 19 countries around the world, with over 83,000 employees.

 

Our values and beliefs

The work we carry out touches the lives of our families, friends and future generations alike. Contributing to our growing, local and global business means you can make your mark.

As an equal opportunity employer, we are committed to reflecting the diversity of the communities we serve. We support applications from people representing all diversity groups such as Aboriginal and Torres Strait Islander, LGBTI, people with disabilities, religious beliefs, and ethnicity and ages.

We are committed to creating a diverse, inclusive and flexible workforce.

 

Our Recruitment Process

Consistent with our uncompromising attitude to the safety of our employees, client and customers, our recruitment process may include a medical assessment, drug & alcohol testing as well as police, licence and right to work in Australia checks.  We also utilise psychometric testing.

By submitting your personal information to Transdev you consent to such information being collected, held, used and disclosed in accordance with our Privacy Policy.

To find out more visit our careers page http://www.transdev.com.au/careers#work-with-us

 

Interested?

If you're as passionate about delivering unparalleled service as we are then click the ‘Apply for this job’ button to go to our Transdev careers website and complete your application form online.

 

*No agencies please.

 

Applications close on Tuesday 31 July 2018

 

Ref#: 495253

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