The core of the job is about leading a team of Customer Experience (CX) and Trust and Safety Team Leaders with a razor sharp focus on operational excellence, empowering the teams to deliver effortless, fast support and enable safe interactions.
You'll have the best time working with this employer, and this is why:
#Flexible
Flexibility means different things to different people and they support you to find what works, including a home office set up and utilities allowance.
#Wellness
Being your best self means caring for your physical and mental wellbeing, they offer lots of resources to help you along the way.
#Leave
They support you with leave when you need it, including 5 days wellness leave and 10 days sick leave from day 1.
#Social
Nothing beats getting together to have some fun and celebrating success. Join this company in the office on payday for company paid lunches, regular Friday drinks and nibbles, annual company awards, celebrations and more.
#Learning
Whether it's on the job, formal training, mentoring or something else, you'll grow from Day 1.
Here's what you can expect from the role:
* Responsible for ensuring key performance indicators such as CSAT, CWT and quality OKRs are achieved within the Support Experience teams.
* Inspire, engage, develop and lead the Support Experience Team Leaders and foster a collaborative and effective leadership team.
* Set the strategy for the team - alongside the Head of SX - which aligns to the overall business goals, ensures they are stretching and strengthening their teams capabilities, staying relevant for thier members and striving to lead the industry.
* Responsible for elevating the voice of members' concerns and opportunities to the relevant teams across the business and influencing/agitating constructively for action from relevant teams.
* You'll build a strong network with other external Support and Trust and Safety teams and look for opportunities to collaborate and build expertise, attend and participate in industry forums, network externally, keep up-to-date with industry trends, technologies and innovations and apply best practice.
* Working with your SX leadership team, you will manage the employee lifecycle of SX employees, including recruitment, retention, development, goal setting and performance management.
* Work with the T&S Team Leaders to establish and implement (and then continually evolve and strengthen) risk awareness capability across the team to ensure the successful application of policies, terms & conditions and any resulting action that may be required by the team.
* Ensure the team is highly proficient by building capability across all relevant disciplines.
What you'll bring with you:
* A good understanding of the Privacy Act, consumer law and the Harmful Digital Communications Act.
* Proven ability to lead high-performing, customer focussed teams and coaching and guiding both leaders and their teams through significant change.
* A minimum of 3 years experience managing leaders.
* Experience with Zendesk would be helpful.
* You are an expert at the day-to-day management of people, inspiring them to excellence, dealing with the hard stuff, and empowering them.
* Strong advocacy skills, with an ability to motivate others across different parts of a business in pursuit of common customer focussed goals.
They know some candidates can be reluctant to apply for roles if they feel they don't 'tick all the boxes'. If you're excited about this opportunity, make sure to contact your job search specialist!
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