Job Description
The Company
A leading utility operator providing power and gas to more than a million homes and businesses across Victoria
The Role
The Customer Engagement Manager reports directly to an Executive General Manager. They are responsible for management of the contact centre, the continuous experience of the customer experience and the strategic direction and operational management of the Customer Engagement team. The team's focus is to deliver the best customer experience across new connections, customer directed projects and the customer contact centre. In more detail the Manager will;
- Manage the operations of the contact centre; 4 direct managerial reports and 60 indirect reports
- Act as the advocate for the team and it's customer focus to the Board
- Build strong relationships with other divisional leads and futher promote the collaboration with other parts of the business
- Influence the technical strategy (CRM, telecoms, etc) with the goal of fine tuning operational processes
- Continually improve quality service standards and the associated metrics and reports
- Ensure the highest standard of customer relationships with the assistance of 3 field based stakeholder managers
Requirements
- A relevant tertiary qualification
- Experience running a contact centre/customer focused team
- A wealth of experience in people and business management
- Lean Six Sigma or other formal process improvement knowledge
The Benefits
- Full responsibility for this function reporting to the EGM
- Work with a collaborative peer group of senior managers
- Annual bonus
- CBD location
To apply, click the link and upload your current resume in Microsoft Word format only (.doc or .docx). If you would like to have a confidential discussion, please contact Tim Venn on 03 9929 9549, quoting ref no. JO-1909-97715. Want to know more about Davidson? Visit us at www.davidsonwp.com