Customer Care Manager

Location: Condell Park
Job Type: Permanent
Reference: JO-1808-10496
Salary: Attractive Base + Super + Bonus
Contact Name: Karen Aldrich
Contact Email: kaldrich@launchrecruitment.com.au
Our Client

Based near Bankstown Airport, our client is a household name that supply premium product and service both in Australia and globally. They have been in the market for more than 30 years and have a focus on innovation for the B2B and B2C market

Experiencing year on year growth, with a highly engaged culture, with an excellent track record of staff retention. They offer excellent bonuses and staff training and development opportunities

The Role

Our client Is looking to appoint a new Customer Care Manager, managing a team of 60 staff, including 5 Team Leaders. 

This is a great opportunity to mentor, coach and develop the Customer Care Team Leaders and encourage a fantastic working environment for the team to delivering exceptionally high quality customer service.  

There is a good structure in place in terms of the team, however still a great opportunity to come and deliver some great improvements, with a focus on customer satisfaction

The team consists of service and inbound sales enquiries; customer contract service team; field service operations team and administration / invoicing

Responsibilities will include:
  • Manage and mentor Customer Care centre of 60 staff, including 5 Team Leaders (including 5 remote)
  • Focus on KPI uplift through process and productivity improvements
  • Manage to the team to deliver against Service Levels targets (SLA) for clients
  • Seek opportunities to improve the customer experience through process excellence and improve service quality
  • Managing schedule calendar / roster to meet peak demand on phones and work load
  • Setting and maintaining all customer service procedures and policies
  • Evaluating Customer Care group and setting agents KPI's to drive performance
  • Work with internal departments on infrastructure (phone system) and CRM project team for continuous improvements to operating system
  • Lead the recruiting, hiring, and training new customer service agents
  • Ensuring customer complaints are actioned and resolved as per Customer Service guidelines.
  • Understanding the regulatory, fair trading and competition rules relating to the role enough to be able to comply with them, seeking Specialist support where appropriate.
  • Actively supporting company policy and best practice in the area of security, with particular emphasis of protection of sensitive customer information.
  • Work within budgetary guidelines

About You

To be successful in the role, you should be able to demonstrate:
  • Circa 5-10 years of experience as a Customer Care Manager, preferably from a service-based environment, dealing with both B2C and B2B clients.  The call centre is a mix of inbound sales, customer care, managing field service technician schedules. If you also have experience managing a team of people that manage field service people on the road, this will be highly regarded
  • Experience managing both call centre and non-centre staff effectively, engendering a culture of high performance and engagement
  • Passion for service, with the ability to engender this to the rest of the team
  • Six Sigma, Lean and SalesForce certifications and experience highly regarded
  • Proven track record of success in managing a team to drive service improvement
  • Outstanding written and verbal communication skills

This is a a rare opportunity to join a company with a highly engaged culture, enjoying year on year growth

Please send your CV via the apply now or for a confidential chat, please call Karen on 02 8023 5607