At | Team Lead, Voice Of Customer | Ku-Ring-Gai
vor 4 Wochen
Full time
WHO WE ARE...
We are a financial services company that specializes in fleet management, vehicle leasing, and salary packaging, with a presence across Australia, the UK, and NZ.
A total portfolio under management of $2.5 Billion and over 1200 employees.
SOME OF OUR PERKS INCLUDE...
Recharge and relax with up to four extra days of leave each year.
We call them Wellness days.
We offer industry-leading 20 weeks paid parental leave.
Save plenty with vehicle salary packaging.
Monetary service milestone awards.
Recruitment referral bonus.
Discounted mobility products and services.
Flexible work arrangements.
Career progression opportunities (over 25% of our vacancies get filled internally).
Education support towards your growth, including an individual learning budget per year, free access to LinkedIn Learning, and more.
Two paid volunteer days each year to give back to causes that matter to you.
Health and wellbeing support including a subsidy and an innovative Employee Assistance Program.
ABOUT THE ROLE...
This role is responsible for building and executing on the Voice of Customer (VoC) program to enhance customer experience and satisfaction, by collecting and analyzing customer feedback, managing the complaints function, and driving a culture of customer excellence within the organization.
This role collaborates closely with leaders to analyze this feedback and enhance the customer experience through the implementation of business improvements in those areas.
TASKS AND RESPONSIBILITIES...
Manage the VoC function including the day-to-day management of the team.
This includes being ultimately responsible for the complaint management process and ensuring customer feedback is captured adequately.
Provide excellent leadership and people management to the VoC team, with a particular focus on driving performance and collaboration as well as team members' growth and development.
Draw insights from comments, complaints, and feedback from a variety of sources to understand the wants and needs of the customer and generate reports for business stakeholders detailing insights on customer experience, trends, and issues.
Establish robust mechanisms to gain customer feedback on interactions with our transactional touchpoints and customer service centers.
Look for opportunities and actively contribute to the improvement of the customer experience by identifying and reporting on the pain points and the moments that matter across the customer journeys.
Monitor the management of the complaints handling process to ensure best practice is adhered to.
Maintain the internal complaint handling policy and its procedures including AFCA responsibilities.
Stay updated on best practices, trends, and technologies in customer service and experience.
Be the leading VoC advocate, driving customer experience improvements throughout BAU processes and new projects and initiatives.
EXPERIENCE AND SKILLS...
Previous team leadership and mentoring experience, including setting team goals, driving performance, and coaching to exceed KPIs.
Ability to manage competing expectations and priorities in a harmonious manner whilst ensuring business strategic initiatives are met.
Experience in setting up and running a voice of customer function or equivalent across multiple business units.
Proven experience in advanced customer data analysis to identify trends and generate insightful reporting.
Knowledge of Surveys, EDM & data analysis tools including PowerBI.
Effectively manage and engage key stakeholders at all levels including executive team level.
Proven experience building strong customer relationships and efficiently communicating internal and external voices.
Exceptional influencing skills, to inspire teams to deliver at their best.
Exceptional communication skills and the ability to communicate appropriately at all levels of the organization; this includes written and verbal communications as well as visualizations.
Strong situational analysis and decision-making abilities.
Self-starting with excellent personal time management and prioritization skills.
Tertiary qualification in Business, Technology, Information systems, CX / UX design or a related discipline (RPB-CX).
WHAT'S NEXT...
We'd love to hear from you if you're ready to take on your next challenge at a company that embodies diversity and belonging while also offering work-life balance and career development.
We are a proud equal opportunity employer and welcome everyone to our team.
As a pre-requisite to employment, the successful applicant will be required to complete a pre-employment screening.
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