In this role you will be an engaged and approachable leader to a team of Customer Service Officers. You will lead by example, driving excellence, customer centricity and embodying the values of the group to influence positive business outcomes. Duties include but are not limited to:
- Ensuring your team of reports are engaged, capable and working within best practice.
- Development of resource planning protocols, across assessment and customer service.
- Management of customer complaints and disputes, and development of improvement plans in alignment with business objectives.
- Establishment of initiatives that drive a consistent and engaged approach to key business and delivery objectives.
- Supporting new and existing team members in achieving goals and working with team members one on one to support training and support where needed.
You will be an engaging and energetic individual with a passion for people leadership. Coming from a customer-facing background, you will bring strong insights into service delivery and customer service standards. You will also bring:
- Experience in Financial Servies/Insurance would be highly regarded.
- Ability to negotiate and influence in challenging circumstances.
- The ability to coach, develop and support all team members to achieve a suitable level of performance and adherence to best practice.
- Strong written and verbal communication skills.
- High attention to detail and problem-solving skills.
Our client is a global organisation offering a broad spectrum of exceptional benefits, including, but not limited to the below:
- Located in Mulgrave, with on-site parking available.
- Extra leave – one paid “ME” day plus one paid volunteer day annually.
- Development opportunities via internal programs and a wide range of online courses.
- Employee discounts on company products.
- Employee reward and recognition incentive schemes.