Customer Service
Vor 4 Tagen
At RACV we are people who care, we’re part of people’s every day – making a positive impact in their homes, on the road and on holidays. We’ve built on our roadside history and been there for our customers and members for more than 115 years.
Join the RACV team as a Customer Service & Sales Team Manager in this newly created opportunity in GeelongYour leadership and passion will shape our valued inbound phone based Memberline Teams as you lead, coach, and develop customer service professionals.
What will you be doing:
Utilising your experience in managing high performing, frontline customer service teams, you will be focused on leading and motivating your team in achieving relevant KPIs whilst providing support and training as required. With empathy front of mind, you will create and deliver a sense of connection, collaboration, and high performance.
This is a purposeful, multi-facetted role that will:
- Embed brand promise and build a sense of purpose within your teams
- Build a positive team culture and a sense of connection that drives performance
- Celebrate & recognise moments that matter for our people
- Create and lead a coaching culture founded on strong meaningful relationships
- Upskill and provide practical support to Memberline Consultants
We are looking for:
The ideal candidate for this role thrives in a dynamic environment, leveraging professionalism, energy, and strong leadership to excel. They are adept at fostering customer-centric cultures and driving employee engagement, championing a collaborative approach. With exceptional communication and relationship management skills, they are committed to delivering outstanding outcomes and exceptional customer experiences through their passion for service, leadership, coaching, and mentoring. Their proactive, solution-oriented mindset and ability to actively listen and understand needs ensure effective problem-solving and communication in both verbal and written formats. and written communication skills are essential for this role.
To be successful in this role, you will possess:
- Essential – minimum Year 12 and at least 3 years’ experience in an operational management capacity within a Contact Centre/Customer Service, managing a team of staff
- Desirable – Previous experience in a similar role as is significant experience working in a phone-based customer service environment.
- Demonstrated experience in stakeholder engagement, negotiating, conflict resolution and building strong and effective working relationships.
- Strong interpersonal skills with the ability to implement change management processes and influence culture.
What we provide:
At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business.
A tight knit team, with a supportive and collaborative culture and exclusive employee benefits you’ll want to use such as:
- Great discounts on insurance and accommodation at all RACV resorts,
- Free Basic Emergency Roadside Assistance, and the
- Ability to support your community with matched giving programs, volunteer days and team fundraising that allows you to do more for the causes that matter to you.
Application process:
Applications close Monday, 8th July 2024 - Submit your CV and Cover Letter via the Apply link below.
You may be asked to participate in an online & video assessment as part of the selection process.
Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police checks as a condition of employment.
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