Customer Experience People Lead
vor 2 Monaten
Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.
At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world.
This purpose sits at the centre of everything we do.
We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections.
Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.
How you'll make an impact Xero's Customer Experience Team works together to provide 24/7 support to Xero users.
We are Xero brand ambassadors and aim to delight our customers and make it easy for them to see how Xero adds value to their business.
As a Customer Experience People Lead, you will be responsible for leading a group of Customer Experience Specialists and Seniors who are passionate about providing these experiences for both our customers and Xero.
Your team will be providing exceptional support and guidance to small business owners, bookkeepers and accountants when they reach out to us with a question and when they reach out to them proactively by phone.
You'll be empowered and empower your teams to make decisions in the best interests of our customers and our business.
This leadership role participates as a member of the global Customer Experience team where you will play an active role in supporting execution against the global Customer Experience (CX) strategy, objectives and key results.
To successfully deliver the leadership required, you will have a passion for resolution, being customer centric and delivering outstanding, empathetic service.
You will champion high levels of customer satisfaction via all contact channels, pushing the boundaries to continuously improve customer satisfaction.
What you'll do Participate as a member of the local CX leadership team to deliver on our CX Strategy, objectives, key results and strategic initiatives (OKRs) Collaborate effectively with your global peers to drive alignment and cohesiveness across our global operations Effectively coach your teams to achieve results, including your teams' quality, customer satisfaction and productivity targets Uplift overall capability of your team through effective ongoing development and coaching Lead a high performance culture in your teams, celebrating success and proactively managing underperformance in a meaningful way Ensure your teams are delivering on the workforce planning requirements in our global operating plan, including Specialist availability, leave management, and productivity targets Play a key role in change leadership, ensuring changes are well understood and adopted Provide outstanding leadership and motivation to the team balancing empowerment and autonomy while ensuring accountability Collaborate closely with a number of operational supporting roles to ensure the team is equipped to deliver on the operating plan together with being prepared to support business change Proactively engage with customers as required, advocate for our customers (being the voice of the customer to influence business change) and be the point of escalation when there is an aggrieved customer needing assistance or executive level complaint Actively involved in the recruitment and retention of capable individuals, building on and complementing the diversity of our team. Ensure our customers receive exceptional service by proactively identifying opportunities to improve the service offered to our customers and in Xero processes. Proactively understand and manage compliance and regulatory obligations for your areas of responsibility. Success looks like Role model Xero's values All team members are inspired and able to perform their role to the highest possible standard. Your people are working effectively and efficiently with a continuous improvement mindset. Response time & resolution rate goals are maintained and/or improved to agreed targets Your direct reports' success measures are met and/or exceeded. Customer related issues are managed or escalated accordingly resulting in effective resolution of the issues. Good performance is recognised and celebrated.
Underperformance and any people management issues are managed promptly and effectively. Quality experiences are delivered to our customers, monitoring through internal and external feedback and providing coaching to team members to achieve this Participation in the global Customer Experience team, attend and lead regular team meetings to successfully deliver performance and land change Adaptable to grow with the changing needs of our business and Customers Collaborates effectively with all teams across Xero, proactively engaging when you identify improvement opportunities What you'll bring with you Experience leading or managing a team, in a customer support environment Experience of working to service levels and quality targets Excellent verbal and written communication skills Used to acting as a brand ambassador Proven ability to balance the needs of the individual with the needs of the business. Proven ability to navigate areas of conflict in an open, positive and proactive way. Supporting delivery of change, ideally with some experience in landing change projects Experience in accounting and/or small business is a bonus People, performance and customer driven mindset. Builds great relationships Coaching and leadership capabilities Resilience and a growth mindset Good collaboration and influencing skills Give and receive feedback in a constructive way Confidence - inward and outward and around decision making Accomplished communicator with the ability to conduct difficult conversations Role model for the skills required by your team of CX Specialists – empathy, commitment, curiosity, attentiveness, connection, and courage Demonstrates empathy and excellent communication skills Coaching and active listening skills Why Xero? Offering very generous paid leave to use however you'd like (plus statutory holidays
), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, health insurance, life insurance, and income protection, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you'll do the best work of your life at Xero.
#J-18808-Ljbffr
-
Customer Experience People Lead
vor 2 Monaten
Melbourne, Österreich Xero VollzeitThis is a Customer Experience People Lead role with one of the leading companies in AU right now 🔥 -- Xero -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at Xero 🧐🧐**How you’ll make an impact** Xero’s Customer Experience Team works together to provide 24/7...
-
Customer Experience People Lead
vor 2 Wochen
Melbourne, Österreich Healius VollzeitLaverty Pathology is part of Healius Limited, one of Australia's leading healthcare companies.Healius is synonymous with quality, affordable, and accessible healthcare for all Australians.It has an expansive network of pathology laboratories, collection centres, and diagnostic imaging centres.Through this footprint and its 10,500+ people, Healius provides...
-
Customer Experience People Lead
vor 1 Monat
Melbourne, Österreich Tideri Jobbörse VollzeitXero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world.This purpose sits at the centre of everything we do.We support our people to do the best work of their...
-
Customer Experience People Lead
vor 1 Monat
Melbourne, Österreich Xero VollzeitXero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their...
-
Customer Experience People Lead
vor 2 Monaten
Melbourne, Österreich Roman Health Pharmacy Llc VollzeitXero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world.This purpose sits at the centre of everything we do.We support our people to do the best work of their...
-
Customer Experience People Lead
vor 4 Wochen
Melbourne, Österreich Roman Health Pharmacy Llc VollzeitXero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their...
-
Team Leader Customer Experience
vor 4 Wochen
Melbourne, Österreich Tideri Jobbörse VollzeitApplications closing on 30 October 2024, 09:00 AM Reference Number: 31/24 Job Type: Full Time Position Description: Team Leader Customer Experience The City of Burnside is one of Adelaide's most attractive and historic residential areas.It is well known for its tree-lined streets, period architecture, plentiful reserves, and gardens within a 30 km2...
-
Customer Experience Insights Lead
vor 1 Monat
Melbourne, Österreich International Executive Service Corps VollzeitMelbourne and Olympic Parks is looking for an engaging and analytical Customer Experience (CX) Insights Lead to join our passionate team.With a curious mindset, sound research capabilities, and excellent communication skills, the successful candidate will be responsible for customer research, generating insights, and delivering initiatives to enhance our...
-
Customer Experience Insights Lead
vor 1 Monat
Melbourne, Österreich Tideri Jobbörse VollzeitMelbourne and Olympic Parks is looking for an engaging and analytical Customer Experience (CX) Insights Lead to join our passionate team.With a curious mindset, sound research capabilities, and excellent communication skills, the successful candidate will be responsible for customer research, generating insights, and delivering initiatives to enhance our...
-
Av Engineering Lead
vor 2 Wochen
Melbourne, Österreich Found People VollzeitAbout the company Award-Winning Audio-Visual Technology company located in Melbourne.They have a family orientated environment and friendly supportive team.Led by experienced professionals, they are at the forefront of integrated and cutting-edge audio visual solutions for their growing corporate clients and expanding beyond this too.$100k to $125k base plus...
-
Customer Experience Collections Lead
vor 3 Wochen
Melbourne, Österreich Indebted VollzeitAbout InDebted InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt.Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.Founded in...
-
Vp Of Customer Experience Practice Lead
vor 1 Monat
Melbourne, Österreich Tideri Jobbörse VollzeitGentrack provides leading utilities across the world with innovative cleantech solutions.The global pace of change is accelerating, and utilities need to rebuild for a more sustainable future.Working with some of the world's biggest energy and water companies, as well as innovative challenger brands, we are helping companies reshape what it means to be a...
-
Lead Program Manger
Vor 4 Tagen
Melbourne, Österreich Intrepid Experience VollzeitApplication Close Date: 22nd of November 2024At Intrepid Travel, we exist to inspire, create, share, and lead the best travel experiences ever – for both people and the planet.More than 34 years later, we're proud to be a certified B Corp with hundreds of trips in over 100 countries.The world needs more Intrepid people:As the Lead Program Manager, you are...
-
Lead Salesforce Administrator
vor 4 Wochen
Melbourne, Österreich Intrepid Experience VollzeitSelect how often (in days) to receive an alert: Create AlertApplication Close Date: 15th of November 2024At Intrepid Travel we exist to inspire, create, share and lead the best travel experiences ever – for both people and the planet.More than 34 years later, we're proud to be a certified B Corp with hundreds of trips in over 100 countries.The world needs...
-
Customer Experience Specialist
vor 1 Monat
Melbourne, Österreich Agl Energy VollzeitCustomer Experience Specialist Join the change. Together, we'll make history. As we keep the lights on for over four million customers and move towards a more sustainable way of life, it's an exciting time to be at AGL. We're re-imagining how homes and businesses live and work across the country and we want you to be a part of it. This moment will define our...
-
Customer Experience Specialist
vor 4 Wochen
Melbourne, Österreich Agl Energy VollzeitCustomer Experience Specialist Join the change.Together, we'll make history. As we keep the lights on for over four million customers and move towards a more sustainable way of life, it's an exciting time to be at AGL.We're re-imagining how homes and businesses live and work across the country and we want you to be a part of it.This moment will define our...
-
People Experience Manager
vor 4 Wochen
Melbourne, Österreich Sa Power Networks VollzeitAbout Us:SA Power Networks has embarked on a comprehensive review of its operational model to ensure the organisation is well-positioned for future growth and success.This transformation is driven by our commitment to adapting to the evolving energy landscape, enhancing customer outcomes, and improving efficiency across all functions.We are redefining roles...
-
Coordinator Customer Experience
vor 4 Wochen
Melbourne, Österreich Hume City Council VollzeitJoin the Customer Experience teamHume City Council is one of Australia's fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do, ensuring our services are efficient and accessible.The role involves the implementation of this strategy, stakeholder engagement leveraging customer feedback including...
-
Senior Manager
vor 1 Monat
Melbourne, Österreich Tideri Jobbörse VollzeitAbout Us We're known for being the country's most popular rewards program with over 9 million active members.Through our extended network of partnerships with other nationally recognised brands, we make every day worth more for our members.We're more than the card you carry around in your wallet or the app on your phone!With over 300 team members and...
-
Senior Manager
vor 1 Monat
Melbourne, Österreich Flybuys VollzeitAbout Us We're known for being the country's most popular rewards program with over 9 million active members. Through our extended network of partnerships with other nationally recognised brands, we make every day worth more for our members.We're more than the card you carry around in your wallet or the app on your phone! With over 300 team members and...
