Job Details
  • Reference377258A_1626100184
  • LocationFrankston, Frankston, Victoria
  • Job TypeContract
  • Posted20 days ago
  • ConsultantCatherine Rockett

Our client is a highly sought after employer of choice and we are pleased to be able to partner with them to secure a contractor for their current vacancy. We are seeking a Customer Experience Lead for a 10 month contact position. This role will be full time hours, Monday to Friday however there is flexible working arrangements available.

The purpose of this role is to review customer feedback and insights to enhance systems, processes and people matters recommending remedies for enhancements for future interactions.

The success of the role has a major impact on our client's customer experience results, brand and reputation. This role is in it's early stages and therefore we are seeking someone who has this prior experience and can assist the wider team develop this area of our client's business.

The role focuses on continuous improvement in ensuring a positive customer experience. Ideally you will be analytical and be able to collect and collate data and report on this data to decipher customer experience

Key Accountability:

  • Case manage customer experience from the CX reports, web chat, complaints, quality assessment program, skills framework, skills pathways and multiple contacts.
  • Review cases and escalate issues identified which may be impacting the day to day process and customer experience (for example via, CX, Web chat, mapping, complaints, QA reviews etc.)
  • Provide data to management on complaints and customer feedback, to ensure the delivery of our customer's needs, wants and expectations are embedded in all aspects of our decision making process.
  • Supporting the branch as a whole and being agile to assist in other projects or BAU including report building and sharing across the team
  • Building strong relationships across our client's operation and frontline teams and the capacity to deliver outcomes
  • Ensure compliance with regulatory requirements and our client's policies and procedures including health and safety, environment, governance, ethics and conduct, risk management, finance, asset management, customer service and human services.

Knowledge, Skills & Experience

  • A 'customer first' mindset
  • Sound experience and knowledge of our Client's systems and processes (Salesforce is the system used)
  • Excellent written and verbal communication skills
  • Strong accuracy and attention to detail skills and sound decision making
  • Strong interpersonal skills and ability to provide information in a manner that elicits support and maintains positive relationships
  • Ability to handle multiple tasks and conflicting priorities
  • Demonstrated experience working with internal and external stakeholders

If you have the passion to deliver and maintain a positive customer experience and can commence immediately then please apply online TODAY!