Customer Service Manager

Summary about this job

Detail information about job Customer Service Manager. Terms and conditions vacancy

• A dynamic, busy and diverse role that you can make your own
• Opportunities for career development within a leader in Resource Management
• Enjoy a collaborative, supportive and high performing company culture

About The Role: 

Reporting into the National Revenue Control Manager the Customer Service Manager is responsible for overseeing the Customer Support team and providing a high level of customer service for both our internal and external customer network. 

You will manage a small, tight knit team while providing a high level of support to over 15 of Veolia’s National Customer accounts. This is an excellent opportunity for an experienced and proactive Customer Service Manager looking to take full ownership of their role. 

Responsibilities will include, but not be limited to: 

• Manage the customer service team for the day to day performance.
• Lead & support the team to work with the rest of the Veolia business to implement & deliver best practice 
• Understand and deliver the full end to end process 
• Lead & guide the team in the National Revenue Control team principles.
• Guide and train all team members to deliver above customer expectation.
• Monitor customer issues and ensure they are resolved minimum to customer KPI requirement.
• Communicate on a monthly basis to the Veolia business on the team & states performance
• Produce monthly report to direct manager which includes the following, but not limited to:
• Per operator as per the business report.
• Projects – efficiency improvement.
• Actual to KPI business & customer requirement
• Reconciliation – Customer processing issues clearly identified per transaction for resolution & work with stakeholders for non recurrence.
• Apply & adhere to Veolia policies & procedures to ensure effective corporate governance is achieved.
• Achieve full resolution of customer and business communication to the finished product.
• Manage the change management aspects of the new solution with business and customer stakeholders to ensure smooth integration and acceptance.
• As requested & directed by your manager, capability to act quickly & accept change as per customer & business needs

Qualifications and experience:

• Certificate in Business (Frontline Management), or equivalent workplace experience
• Proven experience in KPI achievement orientation as a manager or team leader, minimum 3 years.
• Exceptional communication skills, both verbal and written
• Proven leadership qualities in mentoring and developing a team
• Ability to build strong relationships with external and internal stakeholders
• Ability to work autonomously and in a team
• Proactive work ethic
• Strong attention to detail
• Ability to multitask & prioritise

About Veolia 

Operating in more than 40 countries, Veolia is the global leader in optimised resource management. designing and providing water, waste and energy management solutions that contribute to the sustainable development of communities and industries. 

In ANZ, our 4,000 employees are tasked with contributing directly to the sustainability performance of customers in the public and private sectors, allowing them to pursue development while protecting the environment. 

Our ANZ awards include:

Winner 2017 Canstar Blue Most Satisfied Customers Award - Waste Management Services

Winner 2016 Australian Business Award for Community Contribution

Winner 2016 Australian Business Award for Sustainability

Winner 2015 Australian Business Award for Sustainability

Winner 2014 Australian Business Award for Innovation

Finalist 2010 United Nations Association of Australia: Best Specific Environmental Initiative

At Veolia we value diversity, equality and inclusion, we are committed to providing working environments where everyone is included and treated fairly and with respect.

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