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For Companies At a Glance
- Tasks: Lead a team to enhance customer care and implement innovative strategies.
- Company: Join Blackwoods, a leader in customer service excellence across Australia.
- Benefits: Enjoy discounts at major retailers and a rewarding referral program.
- Why this job: Be part of a collaborative culture focused on continuous improvement and professional growth.
- Qualifications: Tertiary education with 8-10 years in customer service leadership required.
- Other info: Diversity and inclusion are valued; all backgrounds encouraged to apply.
The predicted salary is between 36000 - 60000 £ per year.
Join us in Melbourne, Sydney, or Brisbane. Lead a team to enhance our 190+ FTE National customer care team. Develop strategies, provide Workforce Planning support, redesign training and quality programs, focus on continuous improvement, manage contact centre technologies, and implement changes with the Projects Manager. Ensure our teams deliver exceptional customer experiences.
Your key responsibilities:
- Optimize customer support strategy, lead automation and AI projects, and design efficient team structures.
- Enhance processes, implement staffing strategies, and lead customer service projects.
- Balance cost management with quality outcomes and streamline processes for value-added interactions.
- Foster a high-performance culture, drive talent development, and ensure up-to-date performance plans.
- Lead health and safety compliance and promote a culture of safety and continuous improvement.
What you’ll bring to the team:
- Tertiary education with 8-10 years leading multi-site customer service teams.
- Strong commercial acumen, analytical skills, and contact centre systems experience.
- Proven process improvement and exceptional customer experience delivery.
- Strategic thinking, problem-solving, leadership, and coaching skills.
- Continuous improvement mindset, excellent communication, and interpersonal skills.
Why Our Team Enjoys Being Part of Blackwoods:
- To ensure our employees feel valued, supported, and celebrated, we provide a range of employee benefits including: Discount membership card for Kmart, Bunnings, Officeworks & OnePass.
- Successful Refer-A-Friend program – earn up to $2,000 per referral.
- Opportunity to contribute to organizational success through process optimization and workforce efficiency.
- Collaborative and supportive work environment with opportunities for professional growth.
NEXT STEPS
If you meet most of the criteria listed above and would like to be considered for this opportunity, please send your application today. We will be contacting suitable candidates in the next two weeks so apply fast to avoid missing out!
As part of our recruitment process and commitment to safety, you will be required to undertake background checks (which may include a pre-employment medical assessment involving drug & alcohol testing). Blackwoods also promotes diversity and inclusion across our workplaces and encourages applications from all backgrounds, including people from Aboriginal and Torres Strait Islander communities, the LGBTQI+ community, and people with disabilities.
Customer Experience Operations And Enablement Manager - Melbourne, Sydney Or Brisbane employer: Buscojobs
Contact Detail:
Buscojobs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Operations And Enablement Manager - Melbourne, Sydney Or Brisbane
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience and contact centre technologies. Being knowledgeable about AI and automation in customer service will show that you’re proactive and ready to lead innovative projects.
✨Tip Number 2
Network with professionals in the customer service industry, especially those who have experience in multi-site operations. Engaging with others can provide insights into best practices and may even lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven process improvements and enhanced customer experiences in your previous roles. This will demonstrate your strategic thinking and problem-solving skills during interviews.
✨Tip Number 4
Showcase your leadership style by highlighting how you’ve developed talent and fostered a high-performance culture in past positions. This aligns perfectly with the role's focus on team development and performance management.
We think you need these skills to ace Customer Experience Operations And Enablement Manager - Melbourne, Sydney Or Brisbane
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in leading multi-site customer service teams, as well as your skills in process improvement and customer experience delivery. Use specific examples that demonstrate your strategic thinking and problem-solving abilities.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer experiences and detail how your background aligns with the responsibilities of the role. Mention your experience with contact centre technologies and your approach to fostering a high-performance culture.
Highlight Relevant Achievements: When detailing your work history, focus on achievements that showcase your commercial acumen and analytical skills. Include metrics or outcomes from previous roles that illustrate your success in optimising customer support strategies and leading projects.
Showcase Continuous Improvement Mindset: Emphasise your commitment to continuous improvement in both your CV and cover letter. Provide examples of how you have implemented changes in past roles that led to enhanced processes and value-added interactions for customers.
How to prepare for a job interview at Buscojobs
✨Showcase Your Leadership Skills
As a Customer Experience Operations and Enablement Manager, you'll need to demonstrate your leadership capabilities. Prepare examples of how you've successfully led teams in the past, focusing on your approach to fostering a high-performance culture and driving talent development.
✨Highlight Your Analytical Acumen
Given the emphasis on commercial acumen and analytical skills, be ready to discuss specific instances where your analytical thinking has led to process improvements or enhanced customer experiences. Use data to back up your claims.
✨Discuss Your Experience with Technology
With responsibilities including managing contact centre technologies, it's crucial to talk about your experience with relevant systems. Be prepared to discuss any automation or AI projects you've led and how they improved customer service delivery.
✨Emphasise Continuous Improvement Mindset
The role requires a focus on continuous improvement. Share examples of how you've implemented changes that led to better outcomes, whether through process optimisation or innovative staffing strategies. This will show your commitment to enhancing customer support.
