Customer Service Manager

Description:

Who are we?

Homebuyers Centre is the market-leading, volume residential builder in WA and proudly part of the ABN Group – Australia’s leaders in construction, property, and finance.

We pride ourselves on delivering a quality product and an excellent customer experience, having helped over 40,000 first home buyers achieve their dream of homeownership. With our success being attributed directly to the quality and passion for our people, we’ve built our reputation as one of Australia’s most reliable and innovative first home builders, specialising in modern and affordable house and land packages across Perth.

Where do you come in?

We have an exciting opportunity for an experienced Customer Service Manager for a 12-month fixed term contract. We are seeking someone with outstanding communication skills, a detail orientated mindset and passion for the customer journey who is NPS results driven.

The human we are seeking should be highly experienced in building and fostering a variety of internal and external stakeholder relationships, is adaptable, a quick learner, and is highly skilled in identifying and developing customer experience solutions. Being able to respond quickly and professionally to customers and being able to drive consistency in delivery to drive the exceptional customer experience will be crucial to the success of the individual.

Some of the duties of this role include:

• Develop, align, and manage the Customer Experience Strategy for Homebuyers Centre, in support of the ABN Group Strategy to create a holistic and seamless customer experience journey.
• Define, explain, and advocate the Homebuyers Centre Customer Experience Strategy.
• Support user engagement with relevant programmes through best practice training, feedback, and improvements
• Facilitate the framework and training for surfacing of insights and opportunities for the business
• Lead the ongoing transformation of the business and integrate the online customer services and face-to-face touchpoints together in a way that accelerates and deepens customer relationships
• Build and consolidate a comprehensive view of the customer segments and profiles
• Ensure the best possible customer service experience for clients in line with desired business outcomes
• Relentless focus on job starts and preconstruction
• Assist in the development, implementation, and ongoing review of departmental procedures to achieve Preconstruction and Prestart team targets in line with company goals and vision

What will you bring? (Key Selection Criteria)

To be successful in your application, the following qualities and experiences will be considered favourable:

• Strong Customer focus - ability to analyse data and present trends, understand root cause and drive improvements to enhance customer experience.
• Experience in coaching and development of a high performing team.
• Exceptional communication skills – both written and verbal.
• Ability to clearly articulate messages to a variety of audiences.
• Ability to influence others and move toward a common vision or goal.
• Demonstrated organisational and prioritising skills.
• Demonstrated experience in providing exceptional customer service to multiple stakeholders simultaneously.
• Works well under pressure and have a professional presentation.

What does Culture and Benefits at ABN look like?

We're always on the lookout for great people. People with initiative, ambition, proven skills, a passion for what they do, a desire to make a difference and a great work ethic. In other words, people with the same strengths and values as us. In return, we offer one of the best workplaces in Australia.

Our employees will enjoy great staff benefits including:

• ABN Group building discounts (building, finance, services & trades)
• Genuine, professional development opportunities and mentoring
• Access to study leave
• Paid parental leave
• Regular celebrations for employee milestones, wins and team successes
• Active social culture with many social club activities during the year
• Employee wellbeing initiatives including annual influenza vaccinations and skin checks
• Employee wellbeing program including Employee Assistance Program
• Discounted health insurance + much more!