Customer Care Manager

Summary about this job

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

• Is exceptional customer service your passion?
• Do you enjoy delivering transformation?
• Help write the next chapter of our exciting story

Help us become truly customer-centric and digitally enabled. Lead the Customer Care team to deliver exceptional service as we develop and redesign our customer journey.

We are looking for a highly experienced Customer Care Manager looking for a new challenge heading up our customer care centre which delivers claims and customer solutions within a multi-channel environment. You are a champion at driving change, redesigning new systems and processes and you enjoy being part of a team where your ideas and experience will be an integral part of ensuring bigger success for the business. As a natural self-starter that is goal driven, you are also a motivated hands on leader that focuses on excellent customer service, team performance, training and development and communication with internal and external clients.

What you will be doing:

• Provide excellent and innovative leadership to the customer care centre, providing direction and motivation that supports high performance outcomes
• Develop and lead Customer Care Centre strategy and operations
• Deliver operational excellence through workforce planning, capability development and performance reporting and management
• Continually deliver improvements to functional processes across both claims and customer care
• Development of automated improvements such as real-time reporting
• Lead workforce management (forecasting and rostering) function

What you need:

• A relevant tertiary degree and/ or proven experience (ideally 10+ years) in a senior role with responsibility delivering major change programmes/ projects into an operational environment
• Highly developed skills in areas of leadership, team building, negotiation, communication and conflict resolution
• Ability to influence across a wide range of stakeholders and driving linkages between strategy and business process
• Experience developing customer care and claims strategy and delivering technology solutions and transformation
• Extensive workforce management experience i.e. forecasting and rostering
• Ability to interpret statistics and apply business principles

There has never been a more exciting time to be a part of nib as we transform our business. Not only can we provide an opportunity to work with a dedicated bunch of people and a role that will challenge and reward you on a daily basis, we also offer additional benefits such as an incentive plan, discounted health insurance, free life insurance, income protection and additional annual leave days.

If this sounds like the opportunity for you, please apply today.