Customer Service Manager

Broad remit within a rapidly expanding business, Collaborative & High Performing Environment, Driving team engagement and a positive workplace culture.

About You
You bring a strong understanding of the leadership of contact centres both operationally and strategic. Your sound understanding of technology, processes, people and dynamics - ideally within a business processing outsourcing environment - will set you up for success. You have strong commercial acumen and excellent people management skills. Youll have the highest levels of personal integrity and ethical behaviour, including the ability to adhere to strict security and governance policies. You are well-organised, flexible, pragmatic and able to handle a diverse and variable workload.

About the Role
This is a key position within the leadership function, with a remit of continuing to deliver superior levels of quality and service whilst being accountable for the operational outcomes of the centre.

The centre operates 7:00am to midnight, Monday to Friday, Saturday and Sunday 8:00am to 8:00pm with the flexibility to work extended hours. No two days are the same, with your remit including effectively motivating employees on site to achieve business, contract, operational and individual performance targets, identify opportunities for continuous improvement of overall contract performance, in addition to growth opportunities. You will also assist with the forecasting of staffing levels and financial performance, manage and reconcile the site/contact centre budget and ensure compliance with contract obligations.

To be successful in this role, you will have:

  • Experience in driving team engagement and a positive workplace culture underpinned by Serco Values
  • Strong leadership skills, with experience in driving business performance and developing staff and our future leaders.
  • Experience in the management of inbound contact centre operations at a senior level with customer service at the core.
  • Demonstrated understanding of key contact centre metrics, inbound and outbound, management techniques, technologies and processes with a proven passion for continuous improvement.
  • Conducting effective resource planning to maximize the productivity of resources
  • Experience in design and implementation of virtual contact centres
  • A client centric mindset with the ability to forge effective relationships and meet and exceed client expectations

This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment, which includes national police check as an essential selection component for this role.  The successful applicant must be hold Australian Citizenship

About Us
We provide personal support to members of the community, to help them access a wide range of Government services, health insurance and public transport information, improve road safety and interpreter services. We provide an exceptional level of customer care across Australia and New Zealand to make a positive difference to peoples lives every day.

At Serco, youll be part of a team of more than 50,000 people delivering essential services on behalf of governments and organisations around the world. We apply world's best practice, insights and technology across six key sectors: Citizen Services, Defence, Healthcare, Immigration, Justice and Transport. But no matter your role or where youre based, we each share the same goal to bring service to life to make a positive difference every day.

Join Us
If you are inspired to make a positive difference and would like to be considered for this opportunity, please submit your cover letter and resume by clicking the 'Apply Now' button.

Serco values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people help in ways that matter.

We are committed to diversity and we encourage people to apply from different backgrounds. By joining Serco you will have access to our Global Employee Networks SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and [email protected] (LBGTI+) Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

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24/08/2020 $0 CBD & Inner Suburbs 1 Call Centre & Customer Service
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