Customer Experience Team Manager
Are you a strong people leader who is looking for a new challenge? You would be joining a dynamic team in Perth!
Summary about this job
Management & Support
Company: Domain Group
Location: Perth
Work type: Full Time
Salary: Health insurance discounts and stand-up desks!
Phone: +61-3-9502-5941
Fax: +61-7-9926-2554
E-mail: n\a
Site: n\a
Detail information about job Customer Experience Team Manager. Terms and conditions vacancy
A little about us:
There has never been a more exciting time to be part of Domain Group, a dynamic digital media and technology services business and one of Australia's leading property destinations. We provide property advertising and media online, via mobile, social media and in magazines, and technology services to the real estate industry.
Domain Group recently separated from parent company Fairfax Media and listed on the Australian Stock Exchange as a $2.2 billion company. The business is experiencing rapid growth in digital revenues and investing in all areas to drive future earnings growth. Domain offers a dynamic and innovative culture at the leading edge of digital media in Australia.
A lot about you:
You will be a driven and enthusiastic Customer Experience Team Manager who will manage the front line Support team! You will be someone who is a strong people leader and is able to identify improvement opportunities while fostering a continuous improvement culture that empowers employees to achieve their goals!
In this role, you will manage outcomes across team member productivity levels for all interaction touch points while encouraging a first case resolution ideology. You will be customer focused and will be responsible for service level targets!
Your day to day will look something like this:
- Achieving productivity targets of the team and department
- Coaching and developing individuals and creating an evolving skill capability that delivers ongoing exceptional experiences for customers
- Identifying training opportunities and ensuring that all training gaps are closed off as soon as is possible
- Managing administrative and clerical functions for the team
- Handling frontline customer escalations as required and leading by example
- Creating a positively engaged workforce
- Rewarding and recognizing staff at various levels
- Identifying and acting on improvement opportunities
- Reporting on and analysing daily contact centre metrics
We would love you to have:
- Experience managing a team
- Exceptional customer service
- Excellent communication, organisation and time management skills
- Strong initiative and tenacity
- The ability to build relationships with diverse stakeholders
- Strong computer and literacy skills
- Experience with Salesforce and MyDesktop is desirable
Why you will love us:
In this role, you will be based in our Perth office in Subiaco where you will be able to enjoy some great break out spaces and stand-up desks. You will be joining a supportive team who are a social bunch and love to celebrate birthdays and have team lunches from time to time! You will also be able to enjoy work-life balance and an array of benefits too!
So...what happens next?
We will give your application the attention it deserves and you will hear from us either way! If you have the right experience, one of our Recruitment Consultants will give you a call (so make sure you keep your phone handy!) and from there the interviews will commence!
Interested?
Go on then, click apply, we would love to see your application pop up!
*A little note to recruitment agencies: We have this role covered; there is no need to get in touch :). We do not accept unsolicited agency resumes and Domain Group is not responsible for any fees related to unsolicited resumes. Thanks!