National Customer Service Manager - - 40069 - Fletcher Building

General Information

Job Type

Permanent

Description

Who We Are

Part of the Fletcher Building Group employing 14,900 people across Australia, New Zealand and the South Pacific, Stramit is “Australia’s leading vertically integrated steel manufacturer”. Our connected purpose is focused on ‘improving the world around us through smart thinking, simply delivered’ providing our customers real value.

The backbone of our business are our 850+ Sales, Operations, Customer Service and Support Service functional teams across 14 sites nationally; collaboration and shared accountability position us well to be a market leader in our field.

About the Position

The National Customer Service Manager is responsible for setting the direction, building and maintaining an engaged and high performance culture and leading the day to day operations of our national Customer Service teams.

We are on an exciting journey; truly understanding who are customers are and what they need, digitising for better and transitioning from Customer Service to Customer Experience. Working closely with the General Manager – Sales & Customer Experience and the National CeX Operations and Enablement Manager, you will co-lead the strategy, planning and execution of this transition to CX.

This is a full-time position based at our Erskine Park site in New South Wales, with 3 Regional Customer Service Managers reporting to you and a total team headcount of 70.

Key Responsibilities:

Achieve or exceed key performance indicators, i.e. DIFOTIS, customer satisfaction, number of orders.
Analyse key performance data to make informed, data-driven decisions that will enhance customer experience.
Develop and implement strategies for improving customer satisfaction, engagement, and service delivery, with a focus on achieving top-tier NPS scores.
Drive operational efficiencies and streamline processes to set your team up for success.
Mentor and guide Regional Customer Service Managers, fostering a positive and collaborative work environment.

Key Skills

Minimum 5 years experience managing a national contact centre, with a track record of leading high performing teams.
Experience managing onshore and offshore (BPO).
Customer-centric mindset with a strong focus on customer experience.
Analytical thinker with experience interpreting data to make informed decisions.
Excellent problem-solving skills, with the ability to identify root causes and develop effective solutions.
Flexibility and adaptability.
Tertiary qualification in Business Management or equivalent experience highly regarded.

What we offer

Amazing career development, training and pathing opportunities.
Parental Leave: primary carers receive full base pay for 26 weeks or receive 50% of full pay over 52 weeks. Secondary carers receive 4 weeks of full pay
New Parent Leave: 5 additional leave days for primary and secondary carers during their first year back at work
Strong Inclusion and diversity commitment to our team members including Gender affirmation leave (10 days), LGBTQ+ Rainbow Tick accreditation.

Excited? We are too! To apply, click the 'apply now' button, if you'd like to discuss this opportunity further. We can't wait to review your application and explore your potential with Stramit!