Description

About the Position Exciting opportunity to join the team at Serco on permanent basis to manage a large contact centre team.
Your new company
Hays are proud to be partnering with Serco who are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, justice, immigration, healthcare, facilities management and citizen services. They are innovators, committed to redesigning and improving public services for the benefit of everyone. They are looking for a full-time permanent Customer Manager to join their team to manage their contact centre based in , which provides services to one their Australian Federal Government clients.

Your new role
As the Customer Service Manager, you'll be responsible for managing the day-to-day operations of the customer care team of over 150+ employees, who provide customer service via inbound and outbound calls, email and online interactions. You'll also be responsible for the following; Development and delivery of strategic goals including customer growth Optimising contact centre functionality to support the growing business Overseeing the team to deliver consistent, end-to-end experiences for customers End to end team management eg recruitment; continuous improvement of processes, developing a high-performance culture, call coaching and training. Ensuring compliance practices are followed across the team Accountability for expenditure and budgets within the Contact Centre team
What you'll need to succeed
As the successful candidate you'll have previous experience leading a high-volume contact centre. You'll also posses the following; Ability to motivate, develop and lead a team Excellent communication skills, with the ability to build successful business relationships Strong performance management skills Exceptional problem solving abilities, using data and insights to drive decision making to better run the business and improve outcomes for customers Demonstrated practical knowledge of operational and compliance requirements ideally within a call centre environment A Diploma of Frontline Management is highly desirable.
What you'll get in return
An exciting full time permanent opportunity to join a growing organisation where you'll be able to influence current practices to ensure customers are receiving the highest level of service possible whilst developing a high-performance culture within your team. You'll be rewarded for your hard work and dedication with an attractive salary package and the ability to further your management career.

What you need to do now
If you're interested in this role click 'apply now' or for more information and a confidential discussion on this role or to find out about more opportunities contact Emily Nuttall at Hays on or email

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