Client Services Leader
GMCT requires an experienced proactive Client Services Leader to coach, lead and develop the customer care team members.
Summary about this job
Customer Service - Call Centre
Company: The Greater Metropolitan Cemeteries Trust
Location: Yarra Valley & High Country
Work type: Full Time
Salary: $90,500 plus 9.5% Superannuation
Phone: +61-8-9085-7243
Fax: +61-2-4777-3219
E-mail: n\a
Site: n\a
Detail information about job Client Services Leader. Terms and conditions vacancy
- Full-time , Fixed-term Contract (5 years)
- Great team environment l Exciting work l Fantastic team
- Contribute to a culture of high performance
Client Services Leader
- Full-time , Fixed term Contract (5 years)
- Client Services Leader– East – based in Lilydale
- Base salary $90,500 p.a. plus 9.5% Superannuation
GMCT requires an experienced client services leader to coach, lead and develop the customer care team members in order to deliver a consistent, positive and seamless customer experience utilising an Omni-channel approach.
Our ideal candidate will provide proactive advice and support to management and staff in a changing environment both within the service and engagement team and other directorates to assist in the enhancement of employee engagement, productivity, process improvements across the business and general performance levels.
Key responsibilities include:
- Provide strong leadership and direction to the client services team in the on-going development and delivery of cemetery products and services to GMCT customers and stakeholders
- Implement new and emerging digital technologies to increase GMCT online sales offerings, including interactive and geo-targeted marketing collateral, social media, remote (field) sales, online web-based e-commerce sales and enhanced use of GMCT supplier e-commerce portals
- Develop and implement tools which monitor and evaluate key sales performance indicators including but not limited to appointment volumes, scheduling, time per appointment, revenue per transaction, revenue per team member, and return on investment and forecast modelling
- Identify and implement new revenue streams for new cemetery products and services, and increase revenue and return on investment of existing revenue streams through process improvement leading to increased productivity
To be successful in this position you will require:
- Tertiary degree qualification within the business/administration field or relevant experience in a similar or comparable retail sales or commercial role at a leadership level.
- Knowledge and understanding of the cemetery and/or funeral industry (desirable)
- Multi-lingual with conversational proficiency (highly desirable)
- Highly developed written and verbal communication skills and interpersonal skills
- Ability to manage emotions when faced with demanding and sensitive situations on a regular basis
- Demonstrated acceptance and understanding of cultural diversity
- Maintains integrity, trust and confidentiality at all times
ABOUT GMCT
At The Greater Metropolitan Cemeteries Trust we believe in caring for your loved ones with dignity and kindness. Our 19 cemeteries and memorial parks are maintained in perpetuity, giving you, your family and future generations’ peace of mind.
Each year, we help more than 12,500 families – of all cultures and faiths – plan and prepare for funeral, cremation, interment and memorial services. We are committed to maintaining these beautiful, restful and sustainable places to preserve and protect the memories and history they hold.