SG Fleet AU Hiring for Contact Centre Manager, Employee Services at Pymble, New South Wales, Australia Full Time

• WHO WE ARE

We are a financial services company that specialises in fleet management, vehicle leasing and salary packaging, with a presence across Australia, the UK and NZ. A total portfolio under management of $2.5 Billion and over 1200 employees.

www.sgfleet.com

SOME OF OUR PERKS INCLUDE

• Recharge and relax with up to four extra days of leave each year. We call them Wellness days
• We offer industry leading 20 weeks paid parental leave
• Save plenty with vehicle salary packaging
• Monetary service milestone awards
• Recruitment referral bonus
• Discounted mobility products and services
• Flexible work arrangements
• Career progression opportunities
• Education support towards your growth, including an individual learning budget per year, free access to LinkedIn Learning and more
• Two paid volunteer days each year to give back to causes that matter to you
• Health and wellbeing support including a subsidy and an innovative Employee Assistance Program

ABOUT THE ROLE…

The role of Manager, Employee services is responsible for ensuring the team are providing consistent excellence in customer service to Novated and Salary Packaging customers and troubleshooting enquiries through to resolution via calls, email, and application. This includes education and awareness as it relates to a Novated related customer. It is also expected to deliver results by establishing and improving business processes with a focus on simplicity and ease to ensure that business and customer needs are consistently met and exceeded.

Tasks And Responsibilities…

The major responsibilities of this position include but are not limited to:

• Review and oversee all elements of the daily workflows and tools required to support the team performance on a day-to-day basis.
• Model inspirational leadership through effective people management that cultivates a strong culture of performance, collaboration, personal growth and engagement. Develop the team and set individual KPIs that are aligned with customers’ service requirements. Effectively train, evaluate, coach, motivate, delegate, and monitor team member activities
• Provide regular and strategic ing to Senior Management on common issues and trends that are identified
• Lead a customer centric culture of continuous improvement within the business, focusing on ownership and accountability of all stakeholders
• Manage effective internal and external relationships
• Drive key performance indicators and recognise and correct where these are not being met
• Manage and optimise team processes to create efficiencies, including documentation, continuous improvement implementation and continuous review

Skills And Experience…

• Tertiary qualification in Commerce, Business or equivalent

EXPERIENCE AND SKILLS

Essential

• Excellent ability to train, coach and develop teams to reach their full potential
• Highly customer centric approach with proven experience of managing customer feedback and engaging stakeholders
• Solid experience in complaints handling methodologies, processes and continuous improvement
• Excellent interpersonal and communication skills, with the ability to influence at all levels
• Excellent analytical and problem-solving skills. Experience using appropriate analytical tools, techniques and systems
• Ability to prioritise and deliver against challenging deadlines
• Ability to work under minimal supervision as well as handle difficult and sensitive conversations

Desirable

• Fleet Management / Novated Leasing industry experience

PERSONAL ATTRIBUTES

• A collaborative and engaging working and leadership style
• Energy, enthusiasm, and a passion for people leadership, coaching and stakeholder management
• Communicates professionally at all levels building trust and empathy
• Proven ability to think on feet and make sensible decisions under pressure
• High integrity and strong understanding of professional ethics
• Actively shares knowledge, creates useful internal and cross-functional relationships and successfully negotiates
• Consistently driven to take responsibility for high quality work, show innovative and forward thinking

WHAT’S NEXT

We’d love to hear from you if you’re ready to take on your next challenge at a company that embodies diversity and belonging and offer, work-life balance and career development.

We are a proud equal opportunity employer. Resumes may be sent, and interviews may take place prior to closure date for applications. To give yourself the best chance of selection, please do not leave your application to the application ‘close’ date. As a pre-requisite to employment, the successful applicant will be required to complete a pre-employment screening.