Customer Service Manager
This joint enterprise of employer associations and industry unions are looking for a Customer Service Manager to join their business in Carlton
Summary about this job
Management & Support
Company: AccountAbility
Location: Melbourne
Work type: Full Time
Salary: $90000.00 - $100000.00 p.a. + Car park on site
Phone: +61-3-2206-9766
Fax: +61-3-4777-5248
E-mail: n\a
Site: n\a
Detail information about job Customer Service Manager. Terms and conditions vacancy
- Carlton location - 7 mins from Parliament Station
- Car park on site
- Coach a high performing team!
As the Customer Service Manager, you will be responsible for managing the daily operation of the contact centre, including 16 staff.You will possess strong leadership and coaching capabilities in this hands-on role as well as a background in claims management or case management.
The successful candidate will have the ability to coach on service delivery and ideally come from a call-centre background.Awareness of Lean Six Sigma processes would be advantageous in this role.
Key Duties;
- Managing the daily operation of the Contact Centre including 16 staff
- Ensuring customer and client complaints are actioned and resolved
- Using a variety of methods, research and analyse trends, process modelling, forecasting and diagnosis in order effectively analyse gaps within the processes
- Develop and produce operational performance reports
- Take the lead in managing small projects and initiatives
- Influence, coach and guide contact centre staff on service capabilities
Key requirements;
- At least 5 year's experience in managing a call centre and/ or customer service teams.
- Demonstrated ability to lead project initiatives
- Experience in driving continuous improvement
- Experience around claims and case management
- Strong interpersonal and communication skills with the ability to coach, guide and lead a high performance
If this role sounds like you, please apply now, or contact Kathryn Wright on 03 8629 1306