Our client is seeking an inspired and skilled Leader with at least extensive customer focused experience to manage a positive team of professionals in a highly energetic and customer centric environment. With three service advisory teams reporting into this position, this position is integral in ensuring the quality of processes and training of staff. This role allows for a high level of autonomy, offers work-life balance and flexible working hours.

We are seeking a driven individual who not only embodies the leadership qualities of a successful manager but who also has experience in leading staff through effectively utilising a sophisticated platform, such as SAP.

The key responsibilities in this role include;

• Develop a united customer focused team to effectively manage the volume of enquires through superior customer service
• Drive ongoing process improvement changes to enable reduction in query volumes
• Use of technology such as IVR/Speech Analytic/Quality monitoring to identify areas of optimisation and development
• Deliver process improvement projects
• Provide coaching support and guidance to three direct reporting Team Leaders
• Day to Day people management
• Achievement of KPI’s and Targets through effective people leadership


The successful applicant will have the following attributes;

• Superior people management and interpersonal skills
• Previous experience coaching leaders to effectively manage the performance within their teams
• Effective negotiation and problem resolution skills
• Advanced system knowledge and experience utilising a sophisticated CRM platform
• Previous experience within change management and leading teams through new process improvements

This opportunity will see you use sophisticated technology platforms to improve customer experience and your strong leadership skills will drive capability across the customer service area.

For a confidential discussion regarding the value you can add to this unique and exciting opportunity, please contact Paul Shipton directly on 02 9412 8988 or paul.shipton@chandlermacleod.com