Customer Service Manager
GWA Group, Australia
Job Description
Requirements
We’re looking for a switched-on Customer Service Manager to join our Prestons based Customer Service team on a permanent, full-time basis.
Reporting to our General Manager, Sales Operations amp; Customer Service, this is a pivotal role where you will be responsible for the leadership and management of a team of customer service and data entry representatives, making sure that all performance measures and the GWA National Strategy are achieved within key areas of our Call Centre, amp; Administration team.
This is an opportunity to make a real difference to our customers and wider business as you will take the lead on implementing and improving our national processes and technology to provide market leading service. With a customer-first focus, you will build effective relationships with both our key account and independent customers and liaise with them to understand capability and requirements to enable automation. First and foremost, you will ensure all activities and processes are developed with the end customer in mind and promote a customer centric culture within the team and measure relevant business KPIs accordingly.
About you
Our ideal candidate will have:
- People management experience and the ability to motivate and engage with your direct reports to drive positive outcomes.
- Demonstrable experience in Workforce planning.
- Prior experience with the preparation and presentation of reports related to processing operations, and the gravitas to act as liaison between staff and management.
- Strong knowledge of Microsoft Dynamics 365 and NICE CXone, plus online chat functionality, OCR, EDI and E-Commerce solutions.
- Implementation experience of new or revised systems, evaluating designs, or develop technical standards and procedures for system maintenance and operation, plus writing and maintaining SOPs across all team process and functions.
- Prior experience of managing call centre-based teams would be advantageous, as would tertiary qualifications in process improvements and management. Six sigma accredited candidates will be highly regarded.
The deal
Aside from a supportive, collaborative culture where you’ll be set up for success and know that you’re making a real difference from day one, we’ll also offer you:
- Hybrid working options
- Competitive remuneration and bonus structures
- An immersive onboarding program to set you up for success
- Opportunities to learn and grow through our Learning amp; Development programs
- Paid parental leave program
- ‘Great Rewards’ program - exclusive access to discounts and cashback rewards at your favourite stores
- ‘Bathrooms amp; More’ program - great discounts on a wide range of our products
- Volunteer and Community Service Leave
- Option to purchase additional annual leave
As well as other great benefits like discounted health insurance, financial advice, annual flu vaccinations, access to a range of online fitness programs via our Wellbeing Centre...and much more!
What’s it like to work with us?
Culture is key for us, and our people come from a variety of backgrounds and industries. We all share a common purpose of bringing to life all three of our cultural pillars: We are Customer Focused; We are One Team and We Care For Each Other. Our passion and dedication are evident in how we work together to ensure everyone achieves our goals and that we all play in a role in making GWA a great place to work.
Our success is driven by a global team that share a passion to be the trusted and integrated solutions partner in the delivery of sustainable water solutions for bathrooms, kitchens, and laundries.
GWA is on a journey from Good to Great, and we are looking for people who are excited by change and want to make a difference. We care for each other and encourage people to take the lead to deliver superior solutions for our customers and consumers.
Our purpose
Since 1886, the experts at GWA have designed innovative, high-quality products for homes and offices. We have market leading, iconic brands including Caroma, Methven, Dorf and Clark.
As an ASX listed company, at GWA our purpose is to make everyday water experiences extraordinary. Water scarcity affects all communities and given that our consumers enjoy experiencing our products every day, we are proud to help save millions of litres of water each year.
Join us
Build your career with us and work with great people, great brands and a business with a history of strong growth. All you need to do is hit the apply but