Customer Service Manager
vor 1 Monat
Full time
Add expected salary to your profile for insights
Arden Homes was established 13 years ago and has built a reputation as being Victoria’s leading builder of all-electric and 100% carbon neutral homes. Our homes have won some of the most prestigious awards from industry bodies and associations across Australia including the most demanding design categories. We create individual, innovative and intelligent homes that stand out from the crowd and stand the test of time.
We are proud to belong to the NEX Building Group, a diverse and expanding organisation with over 1200 passionate employees whose purpose is to build beautiful homes for Australians. Established in 1987 and continuing to evolve both organically and through acquisition, we are well positioned for growth and committed to achieving our vision of being Australia’s leading home builder.
We are seeking a true transformational leader who gains satisfaction from making a difference and achieving tangible results.
About the opportunity
The Customer ServiceManager reports to the Operations Manager and is part of the Arden Homes leadership team. In this 12 month contract role, your focus will be to provide leadership and guidance to a team of Pre-Site administrators who are responsible for providing the highest level of support to customers at all stages of the pre-site construction process of their new home. More specifically, your responsibilities will include:
- Providing effective leadership that empowers the team to exceed customer expectations
- Developing and executing the customer care strategy for Arden Homes
- Resolving escalated cases with clients displaying empathy and drive to achieve a positive outcome
- Monitoring information and data to recommend improvements to processes and systems
- Reviewing and delegating tasks to the appropriate departments to ensure a seamless customer experience
- Strategically implement surveys and systems to collect data on customer opinions and satisfaction levels to monitor our customer service success
- Proactively utilise all social media platforms to respond to feedback by reaching out to customers to help resolve their issues and providing prompt responses
- Ensure an efficient workflow management structure and conduct regular one on one and team meetings to ensure achievement of KPIs
About you
To be successful in this highly rewarding role you will demonstrate alignment to the purpose and core values of Arden Homes along with:
- Demonstrated success providing leadership and mentoring to a team to uplift capability and create a culture of high performance
- Ability to instil in employees the need to actively listen to customers, be empathetic towards their problems, and be efficient in providing worthy solutions
- Excellent strategic thinking and analytical skills with a proven record of achieving desired results
- Strong Verbal and written communication skills
- Capable of making decisive choices with confidence in high-pressure, deadline-driven situations.
- Meticulous and thorough in executing tasks, demonstrating a strong attention to detail to ensure accuracy and precision in all aspects of work.
- Ideally you will have some knowledge of the new home residential construction industry
Our commitment
We believe that our employee community is a key strength of our organisation and we aim to attract the best talent to achieve our strategic goal of being Australia’s number one leading home builder and Employer of Choice in our sector. Our leaders create inclusive teams and value the individual contributions of our employees. We value safety and integrity, and we lead the way in innovation and building better.
Interested?
The appointment of successful applicants will be subject to satisfactory employment screening and depending on the inherent requirements of the role, may involve the completion of a National Police Check.
Apply today
If you are determined to make a difference and want to join an innovative and inclusive organisation committed to building better lives, click on the APPLY button. To find out more about NEX Building Group go to NEX Building Group or follow us on LinkedIn
Your application will include the following questions:
Which of the following statements best describes your right to work in Australia?
How many years' experience do you have as a customer services manager?
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