This is a brand new positon that will support teams to be customer-focused, high performing and delivering true business value at all times; enacting the ideal customer experience in a manner that is scalable and sustainable for the business.
Opteon is an international provider of valuations, advisory and specialist property services in the Australian and New Zealand market. Recognised as the largest valuation professional services firm in these regions, we deliver meaningful solutions for our clients across all property types and market sectors. We are experiencing an exciting period of growth and change, positioning the company as one of the most prominent property services providers. Our future growth strategy is for organic growth, diversification and international expansion.
About the Role
Reporting to the Head of Administration, this newly created role will work closely with the Opteon Administration team to provide guidance and coaching to ensure all teams are focusing on providing world class customer service and customer experience to both internal and external customers. This role will proactively provide real time customer feedback to the teams and identify and lead the training of process improvement changes to enhance productivity and customer experience.
This will entail:
Design and deliver a high performance, customer service coaching to teams
Track customer, SLA and performance metrics and identify opportunities to improve service delivery
Identify opportunities for process improvement and embed a continuous improvement environment
Lead, develop and mentor new starters within the team
Contribute actively to the Administration leadership team
Promote and demonstrate internal and external service culture
You will possess highly developed interpersonal communication and influencing skills. You will be a trusted adviser with the ability to build and maintain effective working relationships with key stakeholders at all levels. You will be results focused with a strong focus on timely outcomes of business priorities, together with:
Demonstrated team leadership experience including coaching and performance improvement
Prior experience in a call centre environment or within administration/customer focused environment.
Excellent communication skills with the ability to develop and maintain effective customer relationships
Experience utilising a contact centre management systems including Workforce planning management, call recording and quality assurance/ management or similar is advantageous.
What we offer
We offer rewarding careers for outstanding individuals, a positive and inclusive culture and the distinct opportunity for high performers to develop professionally. This is your opportunity to be a part of Opteon and its ongoing success.
How to apply
Please apply for this position by submitting your confidential application online including resume and cover letter.