Support your team to comply with process and standards by providing input into customer contractual commitments that need to be enacted upon to help improve customer service delivery to ensure outcomes are met

Act as the escalation point for both customers and key stakeholders to understand root causes of issues while seeking support from peers to work collectively and implement resolutions eg attending meetings and calls, implementing post-review actions to solve issues in the longer term and supporting your team to prepare responses

Significantly contribute to the Customer Service strategy by shaping and defining the customer journey, and ensuring new ways of working are adopted and align with the service delivery strategy and methodologies

Effectively coach and lead your customer service team members to deeply understand our customers' needs and develop solutions that standardise, simplify and enhance consistent customer service practices

Authentically engage and collaborate with external partners (eg GBS, sales, external delivery outcomes) to assist with the delivery of customer solutions within ever-changing environments

Significantly contribute to continuous improvement initiatives by reporting on performance against service level agreements (eg using NPS surveys, employee engagement scores)

Leverage substantial expertise in Service Delivery to make a strong contribution to proposals and whole of business renewals that have a significant degree of impact

Lead the development and management of the business unit operating model, processes and budget initiatives, implementing corrective actions as new situations arise and making decisions as needed

Empower and support Customer Service team members to achieve customer outcomes through defining and monitoring their professional growth and enabling them to achieve annual revenue and growth targets

Support your team to comply with process and standards by providing input into customer contractual commitments that need to be enacted upon to help improve customer service delivery to ensure outcomes are met

Act as the escalation point for both customers and key stakeholders to understand root causes of issues while seeking support from peers to work collectively and implement resolutions eg attending meetings and calls, implementing post-review actions to solve issues in the longer term and supporting your team to prepare responses

Significantly contribute to the Customer Service strategy by shaping and defining the customer journey, and ensuring new ways of working are adopted and align with the service delivery strategy and methodologies

Effectively coach and lead your customer service team members to deeply understand our customers' needs and develop solutions that standardise, simplify and enhance consistent customer service practices

Authentically engage and collaborate with external partners (eg GBS, sales, external delivery outcomes) to assist with the delivery of customer solutions within ever-changing environments

Significantly contribute to continuous improvement initiatives by reporting on performance against service level agreements (eg using NPS surveys, employee engagement scores)

Leverage substantial expertise in Service Delivery to make a strong contribution to proposals and whole of business renewals that have a significant degree of impact

Lead the development and management of the business unit operating model, processes and budget initiatives, implementing corrective actions as new situations arise and making decisions as needed

Empower and support Customer Service team members to achieve customer outcomes through defining and monitoring their professional growth and enabling them to achieve annual revenue and growth targets