on the lookout for a dynamic leader to spearhead our Customer Experience department in the fast-growing fintech sector! If you have over 5 years of experience leading customer service teams and a passion for driving exceptional service, this role might be for you.
As the Head of Customer Experience, you’ll be instrumental in managing a team of 8 customer service professionals, focusing on growing and retaining our existing customer base. Your responsibilities will include overseeing day-to-day operations, ensuring high service quality, and driving continuous improvement to enhance the end-to-end customer experience.
Key requirements for this role include operational leadership experience in a KPI-driven contact centre environment, a dedication to maintaining top-notch customer service standards, and a strong analytical mindset for tracking and reporting on SLAs and KPIs.
Responsibilities:
- Manage the daily operation of the call centre to ensure service delivery standards are met and maintained in line with company defined objectives.
- Provide cost-effective, high-quality service within agreed SLAs & timelines.
- Setup overall operational metrics and targets and ensure target achievement.
- Take end-to-end responsibility of operation of the department to ensure the operational cost is within the budget.
- Manage, coach and develop individuals in the team to ensure targets are met and customer expectations are exceeded.
- Be proactive in identifying and implementing opportunities to enhance the customer service experience and optimise operational effectiveness and efficiencies
- Prepare and compile regular reports to monitor team efficiency, SLAs and overall customer service and report to CEO
- Represent the Customer Service Centre in customer business reviews and prospective client presentations and meetings
- Provide proper orientation and on-the-job training to new hires and current employees
- Setup quality monitoring mechanism and scorecard and implement quality assurance process
Skills and Experience
- 5 + years experience as a Customer Service Centre Leader / Head managing a medium size team, multiple streams and a number of team leaders.
- Bachelor’s degree
- Strong analytical skills and experience monitoring and reporting on SLAs and KPIs
- Excellent knowledge and proficiency in managing resources in a dynamic environment and utilising Call-Centre-Technologies or other related specified software. <Insert Zenith call centre tech solutions > , Power BI experience is preferred (or equivalent systems)
- Able to demonstrate continuous process improvement and innovation within a CSC.
- Fintech or Financial services experience would be looked upon favourably
- Strong in person presentation skills
- Committed and driven to achieving excellent results for customers and team members
- Ability to identify, establish and build strong relationships across a broad range of internal and external stakeholders
- Love working in a fast-paced environment
- Good people management skills and service oriented
- A self-starter, self-confidence and good persuasive skills
- A structured, independent and goal oriented working style
- Fluency in English, spoken and written
Balmain Location. 5 days in office
$150k + Super + Other Benefits