Role: Customer Service Manager
Location: Head Office
Work Type: Full Time Salaried
Trippas White Group is one of Australia's leading restaurant and catering companies, managing a diverse portfolio of iconic venues and providing catering services to a host of well-known and respected organisations.
In this unique role, you will lead your team to ensure sensational customer experience for guests, supervision of operations and the general day to day tasks. In this busy role, you will demonstrate effective time management to ensure the smooth running of the customer service department while delivering exceptional customer service.
Being an escalation point for guest queries, complaints and concerns
Addressing customer queries in a prompt and professional manner via telephone, email and website
Providing after-service care e.g. follow up calls, surveys, debriefs with team
Developing and updating customer service training manuals and policies/guides
Working with other departments to ensure policies/guides are correct and updated
Recruiting and training new staff
Operating booking and telephone software; Managing and rostering staff according to department/seasonal needs
Passion for providing quality and exceptional customer service
The ability to achieve business goals, financial budgets and service standards
Exposure in an upmarket environment - similar quality and standards are expected.
Extensive knowledge and passion about the industry, local competitors and "what's on trend