Job Details
  • Reference377004A_1625612357
  • LocationSydney CBD, Sydney, New South Wales
  • Job TypeFull Time
  • Posted26 days ago
  • ConsultantAshish Bhetwal

As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Position Overview

The role of Head of Service is responsible for maintaining strong customer relationships and constantly improving our services to maintain customer satisfaction. The Head of Service will be responsible and accountable for all service management functions. You are responsible for providing a productive and motivating working environment for their team and should be very experienced at addressing any issues/disputes from clients. Your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures. The Head of Service may perform technical tasks, such as troubleshooting technical issues, and may perform administrative tasks, such as managing team performance and constantly managing the quality of service. The main tasks, however, include managing projects, fixing reliability issues, tracking service metrics, and leading the Customer Service and Operations Teams.

Duties & Responsibilities:

  • Comply with all policies and procedures, including but not limited to Social Responsibility, Environmental and Social Media policies
  • Continually be a role model and uphold the company vision, mission, and values, and promote these aspects daily through all your interactions with internal and external stakeholders.
  • Always look for ways to improve and promote quality and demonstrate accuracy and thoroughness with strong attention to detail
  • Show leadership by exhibiting confidence in yourself and others; Accept feedback from others; Give appropriate recognition to others
  • Focus on solving conflict, not blaming; Maintain confidentiality; Listen to others without interrupting; Keep emotions under control; Remain open to others' ideas and try new things
  • Treat people with respect; Inspire the trust of others; Work with integrity and ethically
  • Oversee employees in different stages of the service process within Customer Service and Operations
  • Hold all service departments and employees (Customer Service and Operations) within these teams accountable for carrying out the required processes and tasks to ensure the delivery of exceptional customer service
  • Identify customer needs and oversee service delivery within the business
  • Lead the Customer Service and Operations teams, manage conflict, and ensure the team's processes and tasks are carried out efficiently
  • Oversee the overall functioning of the National Operations activities, ensuring high service standards
  • Liaise with and assist the National Operations Manager on operational issues including staffing levels, fleet inspections, contractor meetings, improvement of service delivery and recovery, counselling of chauffeurs and refinement of operational procedures
  • Keep track of and maintain an understanding of all state-based transport rules and compliance requirements
  • Assess customer feedback and use your creativity to establish, improve, and refine services
  • Build partnerships and liaise with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise
  • Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit
  • Ensure that all customer enquiries are satisfactorily managed, resolved and closed within agreed timescales
  • Take ownership of customers issues and follow problems through to resolution
  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
  • Develop effective service procedures, policies, and standards
  • Know the businesses products inside and out to step in on escalated customer issues that the team is unable to resolve
  • Implement and manage Customer Service Team KPI's
  • Keep accurate records and document customer service actions and discussions
  • Analyse statistics and compile accurate reports
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry's developments and apply best practices to areas of improvement
  • Be efficient and knowledgeable and maximize the use of the TransElite system
  • Any additional duties requested of you by the Group General Manager or other National Managers, provided they are fair and could reasonably be expected of someone within the role

Our Ideal candidate will have:

  • Strong leadership skills in order to motivate and lead your team effectively and to ensure that junior employees have the knowledge they need to perform their jobs successfully.
  • Possess strong interpersonal skills, which enables you to communicate with your team, give clear instructions, and provide great customer service
  • The administrative side of this role requires good computer skills to analyse data and create reports
  • You need to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staff
  • This role requires analytical skills and the ability to interpret information from numerous sources to prepare and present reports. For this aspect of the role, being detail-oriented and able to find focused solutions to business problems is useful
  • Ability to patiently deal with customer enquiries and problems, and ability to remain courteous and polite when faced with difficult people
  • Excellent verbal and written communication skills
  • A thorough knowledge of our product and service offering

Qualifications/Requirements

  • Highly experienced working in a senior customer service position, with excellent knowledge of the latest industry trends and techniques.
  • A minimum of 5 years' proven experience in a senior managerial position
  • Proficiency in Microsoft Office
  • Outstanding written and verbal communication skills
  • Good understanding of management practices and techniques
  • A persistence to drive positive outcomes, while fostering a culture of innovation and continuous improvement
  • Strong stakeholder management skills coupled with the ability to take ownership and problem solve despite competing demands.

If you feel you are a suitable candidate submit your application by hitting "Apply for this job". Please also include a cover letter addressing your suitability for the position. Alternatively, you can call Ashish Bhetwal on 02 9269 8832 or email ashish.bhetwal@chandlermacleod.com for further discussion.