Customer Experience Team Leader

About us:

The Dyson Group of Companies is a family owned organisation and industry leader that has been in business since 1952. Dysons provides quality coach and bus services across Australia.

 We are currently looking for an exceptional candidate to lead our Front Office Customer Experience Team, at our head office in Bundoora. 

 

The Role:

As the Team Leader (2 direct reports), you will report to the Service Delivery Operations Manager. The Customer Experience Team have the responsibility for delivering great lasting first impressions along with quality customer service to all our Clients, Customers, Staff, and Visitors.

This is a busy and fast-paced role that requires an individual who is friendly, positive, able to multi-task, display a superior attention to detail, remain calm during demanding work intervals, and thrive as part of a team.

 

Key responsibilities include:

Working in a public transport setting, duties include:

  • Manage the workflow for the team.
  • Management of all social media accounts.
  • Creating, posting and collecting content to be posted on social media accounts.
  • Handle customer enquiries and complaints in line with company procedures.
  • Answer all incoming telephone calls and direct to the appropriate business area.
  • Complete month end Customer Experience reporting.
  • Complete month end Patronage data collection reporting.
  • Coordinate lost property retrieval, returns and uncollected donations.
  • Greet customers, candidates, staff and visitors.
  • Provide direction for contractors working onsite.
  • General administration and office duties as required.
  • Analyse existing processes to identify and implement improvements.
  • Displaying a positive, friendly attitude as a member of the Customer Experience Team.

To be considered for this role you must have the following:

  • Previous experience having Team leader responsibilities.
  • Ability to be a hands-on member of the team while taking responsibility for key internal & external stakeholder interactions.
  • Exceptional communication skills - both verbal and written.
  • Ability to multitask and work productively in a high paced environment.
  • Superior attention to details along with strong computer skills.
  • Previous Data analysis and report writing experience.
  • Have a friendly and happy disposition, whilst being able to empathize with callers who may be experiencing frustration.
  • Robust computer skills.
  • Be an active team player.

 

22/03/2021 $0 Northern Suburbs 1 Administration & Office Support
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