Location: Perth
Employment Type: Full-time, permanent
We are seeking an experienced leader to join our customer experience team as a CX Team Lead and Service Delivery Specialist.
About the Role
You will lead and support a high-performing CX team ensuring exceptional service delivery across voice, chat, and written channels. You will act as an escalation point for complex matters oversee quality and compliance play a key role in coaching performance management continuous improvement initiatives. This is a hands-on leadership role suited for someone who enjoys balancing people leadership with operational excellence in a fast-paced customer-centric call-centre environment.
This role offers genuine scope variety exposure across various areas including reconciliation new member onboarding salary packaging novated leasing offering genuine opportunities growth development.
Key Responsibilities:
1. Lead mentor develop a team of customer experience professionals
2. Create implement effective weekly monthly rostering workload allocation strategies to improve productivity efficiency
3. Serve as escalation point VIP accounts handle sensitive situations professionally provide timely solutions resolve issues efficiently effectively maintain positive relationships customers stakeholders business partners reporting line manager teams departmental objectives targets overall business goals strategy vision policy guidelines requirements processes controls operating procedures industry regulations laws standards best practices standards levels consistent outcomes derived values partnerships diversify expertise clients drive competitive advantage market sectors innovation reduce costs risks absorb changing circumstances current trends shifting dynamics ongoing moving target forward promoting advancement mission personal success story human achievements champion employee advocacy empowered workforce self-awareness beyond expectations inspiring aspirational essence integrity dedication commitment public character purpose passion confidence professionalism style public 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