Job Description
Our client is a Not-for-Profit organisation located near Macquarie Park, Sydney providing community services to the local region
The Opportunity
Our client is looking for a Head of Customer Experience to identify and implement overall customer service goals. Bringing a customer centric focus, the role's purpose is to ensure the sales and inbound call teams service delivery, contribute consistently and productively to providing customers a seamless and caring experience at every point that customers interact with their organisation.
Key Accountabilities
Leading two customer experience teams, ensure each team works in collaboration with the other team, consistently delivering great end-to-end customer experience across all processes.
Implement customer experience process review, review all Company processes, procedures and systems that impact on the customer experience and redesign for productivity, accuracy and customer experience enhancements.
In conjunction with IT, Human Resources and other departments as needed, develop training packages so that employees always have access to ongoing and process specific training.
Collect feedback from customer facing teams to derive meaningful insights for improvements and guide teams to ensure a customer-centric attitude in all operations, processes and interactions.
Provide data and customer experience insights to marketing function to guide the marketing, branding and communication efforts to improve customer experience outcomes.
Build customer experience focus and capability within each team through targeted training, coaching and mentoring. Hold individual team members accountable for the delivery of excellent customer service, creating a culture of performance and customer centric decision making.
Liaise with other teams such as human resources, marketing, finance, IT and operations to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.
Advocate for changes in other departments' ways of working and cross functionally collaborate with teams to implement a change, if required, for the improvement of overall customer experience.
Interact at executive/senior management level, proactively advocating for solutions and managing the customer complaint / response escalation process.
Leverage existing technologies for reporting and analytics across customer experience teams.
To be successful in this role you will have
Significant experience and demonstrable success in a role with the purpose of enhancing customer experience or improving customer service, is essential.
Experience in a consultative selling, in a complex B2B and/or B2C environment is essential.
Good knowledge of business process mapping and/or similar methods where business process can be assessed and redesigned for improved outcomes.
Actual hands-on experience of process mapping and/or process redesign is desirable.
Very strong analytical skills with attention to detail and the enthusiasm to seek to understand the nitty gritty of customer service process interdependence.
Experience in driving productivity improvements for customer outcomes in a call centre environment is desirable.
An interest and desire to apply the above skills in a not for profit, SME environment.
Demonstrable commitment to and understanding of cultural diversity.
Demonstrable commitment to maintaining confidentiality always.
High personal presentation which reinforces the professionalism and commitment to Company Y.
Why apply?
Excellent Opportunity to design and create Customer Experience journey from conception
Flexible working conditions
Not for Profit organisation
Your next steps
If you would like to take that next step in your career, press Apply now or alternatively for a confidential discussion please call Amanda Glacken at Parity Consulting on 0450 291368.
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