Customer Service Manager

Summary about this job

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

As one of Australia's largest services businesses, we have a strong, inclusive culture that values our people and provides clear direction in our professional activities and our personal behaviours.  We pride ourselves on safely delivering a high level of services for our clients.

Ventia provides a comprehensive range of operational maintenance, design and construction, remediation, and asset and facilities management services to clients and customers across the resources, telecommunications, transport, energy, water, health and industrial sectors.

Join our team, servicing our clients across Australia, New Zealand, Papua New Guinea and New Caledonia in an exciting company that is structured for growth. Our respected brands include Visionstream, Chargepoint, Imatis and Delron Group. 

About the role

Ventia are seeking an experienced Customer Service Manager. The Customer Service Manager is accountable for the efficient day to day running of the Contract Dispatch Centre to ensure timely response to service requests from YVW and oversee efficient allocation of resources to meet Service Level Agreements and Key Performance Indicators. 

The role will lead a team of dispatchers and Customer Service persons and ensure a customer focus in the delivery of services. The successful applicant will have good analytical skills and adapt at developing performance reports that will promote a culture of continuous improvement.

Responsibilities include:

• Managing the daily operation of the 24/7 Contact Centre to ensure service delivery standards are met, KPI’s are achieved and maintained in line with company defined and client objectives.
• Ensuring customer complaints are actioned and resolved as per Customer Service guidelines.
• To identify risk and financial based improvements to the operational and client maintenance strategies to assist Ventia meeting the contractual KPI’s and performance standards.
• Use various research methods and analytical skills including trend analysis, process modelling, forecasting and diagnosis in order effectively analyse gaps within the processes.
• Develop and produce operational performance reports.
• Assist in strengthening the Operational practical problem-solving competency and strengthen the skills and capabilities of our teams through experiential training on the job.
• Identify existing business systems, processes and reporting that do not efficiently support the current and or future needs of the project.
• Take the lead in teaching and influencing operations personnel and business leaders on how to reduce variation, make better decisions and ultimately improve results.

About you

• At least 5 years’ experience in managing a call centre and/ or customer service teams.
• Demonstrated ability to lead project initiatives to drive improvement in parallel with managing BAU operations.
• Experience in driving continuous improvement for outcome focused
• Good statistical and analytical skills with an ability to analyse data and tailor information to the needs of the audience.
• Strong interpersonal and communication skills
• Time-management skills

What Ventia can offer

Apply today to join an organisation that delivers innovative, safety-focussed and performance driven solutions that can provide genuine opportunities for growth and development of your career, then apply today.

For further information regarding this position please contact Shield Miranda, [email protected]