Customer Service Centre Business Manager

Transcription

1 Customer Service Centre Business Manager

2 Customer Service Centre Business Manager Position reference Position type Service Area/division/state Effective date Full time fixed term working 38 hours per week until 26 June 2020 Customer Service Centre Customer Service Centre/Business Development /National June 2017 The primary purpose of this role is to lead all functions within the customer contact centre to support a multi-channel, multi-brand, 20 seat centre focused on delivering service excellence and first contact resolution to our customers. This key management role will add significant value by planning and implementing appropriate service strategies; improving systems and processes to deliver on the business and channel. You will lead a team consisting of Team Leaders, Subject Matter Experts, Workforce Management and Quality Control. As the Manager of the Mind Customer Service Centre you will be responsible for ensuring the effective, innovative and seamless day to day operations by way of team performance and profitability, team leadership, coaching and operational excellence. The Mind Customer Service Centre is a multifunctional platform consisting of variably skilled staff to be able to manage a wide range of services and tasks including: - Intake and On Boarding of Customers - After Hours Support - Establishing the Customer File - Client Relationship Management - Customer Service - General Enquiries The Customer Service Centre will work collaboratively with all operational service delivery streams to ensure a seamless experience for our customers. The Customer Service Centre has a direct impact on the success of Minds services. Your role plays an integral part of the businesses success while working closely with the Divisions.

3 Customer Support Team Leadership Reporting Professional Development Accountability Other Duties Have a superior understanding of the NDIS roll out phases, how this impacts of the delivery of Mind services and skills in communicating NDIS changes to Mind staff. Have a superior understanding of the NDIS price guide and areas of support, as well as the specific services deliverable by Mind. Have a superior understanding of Mind s NDIS service model. Proven experience in delivering on service levels and related metrics focused on the Customer Experience. Respond to enquiries from customers, family and carers, external services and other key stakeholders. Enhance and implement clear processes of communication with Area systems of referral and intake to ensure a seamless transition experience for the customer, family or carer. Develop and maintain effective and professional relationships and communication with Mind staff, managers, clinicians and other stakeholders. Agile and / or Continuous Improvement qualifications and experience (Desirable). Change management and project management experience. Strong people management skills and the ability to lead and coach a high performance team and develop a culture of high engagement and continuous improvement Develop, maintain and monitor workflow activities for the Customer Support Team. Establishes and develops strategies to continuously motivate Team Members and to create an enjoyable and competitive work environment. Facilitate regular team briefings to keep staff informed of team performance and current/future campaign requirements. Organise staffing, including shift patterns and the number of staff required to meet demand. Complete the human resource requirements for the Customer Support team including recruitment, inductions, training, coaching, performance management, process improvements, quality assurance and professional development reviews. Provide feedback training and/or development in a clear and structured way. Facilitate and encourage a cooperative team environment. Ensure all attempts are made to effectively resolve conflicts within the team environment. Act as an advocate for change by assisting the Executive Director Business Development with the implementation of new systems and processes. Develop processes, guidelines and standard requirements regarding information relayed to members/customers and operational procedures. Develop meaningful management reports derived from the database and dialler and analyses figures in order to effectively manage Call Centre results and forecasts. Record statistics about customer enquiries and attendance patterns as required. Supervise and conduct regular reviews of call quality evaluation processes and documentation to ensure they are aligned with regulatory requirements and Mind Australia objectives. Undertake relevant training and professional development, including regular supervision appropriate to the primary work of the service and Mind Australia. Participate in the annual Performance Review, Planning and Development process. Actively pursue professional development relevant to the role and the philosophy of Mind. Undertake core Mind training and other training opportunities which are relevant to the role. Proactively comply with direction from the Executive Director Business Development and other managers within Mind. Use all Mind resources in line with organisational policy. Proactively support Mind s vision of supporting people facing mental health challenges to live well and be socially included, in accordance with the Mind values of: Customer Focus; Making a difference; Integrity; Hope; Creativity and Innovation. Documents all activities using Mind s ICT systems and processes. Actively participate, contributing to your team and wider organisational initiatives. Contribute actively to the maintenance of a safe workplace. Ensure all safety issues are reported and addressed as they arise. Take personal responsibility for the quality and safety of work undertaken. As delegated by the Executive Director Business Development.

4 Reports directly to the Executive Director Business Development. Core Requirements Tertiary qualifications in Business, Customer Service or Management or evidence of professional development combined with 5+ years of experience. Hands on style of management with a passion for building relationships jumping on the phones to help your team is something we would expect as a Leader. Evidence of training and/or qualifications in customer service. Demonstrated experience supervising and managing a multidisciplinary team. Previous experience in a client customer contact centre environment is preferable. Experience working with Customer Relationship Systems. Experience in call monitoring, analysing and evaluating. Strong people management and leadership skills. Ability to think on your feet with excellent problem solving skills. An understanding of the needs of people with a mental illness and their family/carers. Highly developed organisational and time management skills. Team player who is energetic, positive, friendly and has a flexible approach. Current valid Driver s License. Current National Police Record Check. Current Working With Children Check (Employee). Not listed on the Disability Worker Exclusion Scheme list 1 Customer Service (RS-Cus-3) Be approachable, adaptable, ethical and professional in responding to the individual needs of customers in all interactions. 2 Commitment (RS-Ctm-3) Actively engage in teamwork, contribute to team effectiveness and value the contributions of others to achieve team and organisational goals. 3 Problem Solving (RE-Pro-3) Identify problems and use logic, judgement and data to understand the cause and consider alternative solutions. 4 Planning and Prioritising (RE-Pap-3) Organise work, set priorities, determine resources and adapt to organizational requirements. 5 Technology (BE-Tec-3) Understand and effectively apply technology to maximise efficiencies. 6 Engage and Encourage (LM-Een-3) Encourage and inspire commitment, energy and engagement in workforce to perform to their potential and drive results.

5 This position is full time fixed term working 38 hours per week until 26 June Working days will generally be Monday to Saturday worked between the hours of between the hours of 8am to 6pmas required. Please note that the work pattern may be subject to change to meet the needs of the service. You are able to salary package a tax free amount, which is currently up to $15,900 per FBT year, plus other items including meal and entertainment and accommodation. The amount available for salary packaging will be subject to Commonwealth legislation as it applies from time to time and on the basis that Mind will not incur any liabilities for FBT. Mind offers salary packaging through an outsourced provider (currently RACV Salary Solutions). Other conditions are as per Mind s industrial agreement. Employer superannuation contribution will be paid according to the legislative requirement. Appointment is subject to a six month probationary period of employment. To learn more about Mind visit mindaustralia.org.au Follow us /MindAustralia You can also watch our Great Minds series of videos by visiting Mind Australia Limited ABN