Customer Experience Manager

Description:

• Work with a client that has ranked us as their number one contractor for the past two years
• Enhance our means of data capture and drive a culture of customer-centricity, innovation and continuous improvement
• Work with senior leaders to provide customer insights, challenge the status quo and effect positive change.

The Role

The Customer Experience Manager is responsible for the delivery of superior levels of customer satisfaction across one of our major contracts.

This role is based in Sydney, NSW.

Due to the security clearance required for this role, you must be an Australian Citizen.

• Drive a customer-centric culture that is attuned to the ‘voice of the customer’
• Ensure exemplary service provision across our range of customer offerings including fleet and transport, sport and recreation, accommodation and cleaning
• Ensure team members are across, and deliver on our service level standards
• Manage customer touchpoints with satisfaction surveys, compliments and complaints
• Use technology such as Power BI to derive customer insights around promoters and detractors, systemic issues, and areas for improvement.

Skills and Experience

• Drive and commitment to high quality service delivery and continuous improvement
• Ability to use technology to gain customer insights, build reporting dashboards and drive change
• Well-developed verbal and written communication, engagement and interpersonal skills
• Certificate in Business Administration or related field
• Able to respond quickly to change and adopt a flexible / innovative approach.

Culture

At BGIS, we create safe environments where our people can do their best work. Our team comprises of individuals from many different cultures and nationalities, with a multitude of valued personal and professional backgrounds. We welcome diverse perspectives and are always on the lookout for people who can bring new ways of thinking to our teams.

Benefits

In addition to flexible working arrangements, BGIS offers Professional Development opportunities, excellent Company Benefits, and an exceptional Employee Recognition Program.

About BGIS

BGIS has over 7000+ employees globally, we are a leader in the provision of facility management, project delivery, energy and sustainability, asset management, workplace advisory, real estate and technical services. We are focused on delivering innovative service solutions for our clients. Our organisation manages more than 30,000 facilities, including corporate offices, universities, schools, hospitals and stadiums, and we are regarded as a world leader in the management of data centres and other critical environments. Our clients come from a diverse range of sectors, such as Defence, Healthcare, Government, Higher Education and Utilities.

Further information is available at apac.bgis.com.