Customer Services Manager Role Summary
This is an exciting opportunity to lead frontline teams and drive customer service excellence.
About the Job:
* As a Customer Services Manager, you will be responsible for overseeing day-to-day customer service operations onboard, at stations, and facilities.
* You will provide leadership, coaching, and teamwork development to ensure a competent workforce.
* Manage staff performance, including disciplinary actions, and allocate resources effectively.
* Focus on people management, operational knowledge, line performance, and continuous improvement.
* Ensure compliance with safe working obligations and manage station presentation.
* Maintain open and transparent communications with stakeholders.
Key Responsibilities:
1. Lead Frontline Teams: Manage day-to-day customer service operations onboard, at stations, and facilities.
2. Develop Team Members: Provide leadership, coaching, and teamwork development to ensure a competent workforce.
3. Manage Staff Performance: Manage staff performance, including disciplinary actions, and allocate resources effectively.
4. Operational Knowledge: Focus on people management, operational knowledge, line performance, and continuous improvement.
5. Safety Obligations: Ensure compliance with safe working obligations and manage station presentation.
Requirements:
* At least 2 years of experience in an operational managerial role, preferably within the rail or transport industry.
* Proven ability to lead and manage a diverse team, providing coaching, development, and performance management.
* Strong focus on delivering high-quality customer service and improving customer experience.
Benefits:
* Competitive base salary.
* 5 weeks annual leave with 20% loading.
* 11.5% superannuation.
About You:
We are looking for a motivated and experienced professional who can lead our frontline teams and drive customer service excellence.
The ideal candidate will possess strong leadership skills, excellent communication abilities, and a passion for delivering exceptional customer experiences.