The Role

This role ensures the Customer Experience Team accurately handles requests, follows customer guidelines, and collaborates with internal teams for successful outcomes. Key responsibilities include driving performance to meet KPIs, generating monthly reports for Freshdesk and 3CX, and actively coaching and mentoring the team. The focus is on streamlining processes and continuously identifying opportunities to enhance team knowledge and efficiency.

What you'll be doing

This role involves developing and implementing customer experience strategies for clients in Australia and New Zealand. Responsibilities include collaborating with clients to optimize the customer journey, analyzing feedback to identify improvements, and fostering relationships with key stakeholders to align strategies.

The role also includes coaching and mentoring customer experience teams, managing team KPIs, handling escalations, and conducting regular performance reviews. Additionally, the position involves creating and enforcing service policies and procedures, managing workflow priorities, identifying staffing needs, and working with HR on recruitment and succession planning.

What we're looking for

Experience: At least 5 years of people management experience in customer service, with a background in data analysis and process improvement.
Skills: Operational management, problem-solving, data analysis, project management, and excellent communication. Ability to handle escalations and improve team performance.
Education: A bachelor's degree in business or related fields; certifications in customer service or operations management are a plus.
Knowledge: Familiarity with customer service best practices, CRM tools, and quality control processes.
Personal Traits: Leadership, analytical thinking, organizational skills, and adaptability to change.

Why join us

We're the right size business for you to make a real impact, with a workplace culture where you can be you. Perks of the role include:

Discover your ideal work-life balance with our approach to a hybrid set-up – whether it's making the most of working remotely or from our office
Access to Perkbox, giving you discounts across healthcare, entertainment, food, utilities and more
Access to LinkedIn Learning, giving you learning opportunities to upskill and work on your personal growth
Access to top-notch mental health support through our Employee Assistance Program
Continuous opportunities to leap, learn and grow.

We don't just talk, we do. Every day we solve property problems for Australians and beyond. We encourage our people to see the possibilities, and turn them into realities.

We trust our people's expertise and vision, so when they come up with great ideas, we build the right team around them, and empower them to make those ideas real through products and services that set a new standard. That's why we want you.

What's next

One of our talent partners will give your application a good look and give you a call if it's a good match, so apply now!

Don't meet every single requirement We're committed to building an inclusive, diverse and supportive workplace and welcome applications from all people regardless of age, gender, orientation, ethnicity, cultural background or disability. If you're excited about this role but your past experience doesn't align perfectly, we encourage you to send in your application.

CX Operations Leader