Peard & Associates Pty Ltd
Client Services Manager (Customer Services Manager: ANZSCO 149212)
Full time/Permanent
$73,000 - $80,000
Context of the Role:
The Client Services Manager’s (CSM) role is a management position. The position is not involved in day-to-day contact with clients. This is undertaken by the Head of Departments (HOD) and their respective team members. Only when the officers serving customers cannot resolve matters within set policies and procedures, it is escalated to the CSM who would then provide guidance, at arm’s length, to the relevant HOD and/or officer to deal with unusual issues.
Duties and Responsibilities:
*Be an integral part of the management team.
*Develop and/or review policies and procedures with a view to strategically improve customer service.
*Effectively manage and develop the service providers to ensure phone calls and emails from client are professionally attended to and/or responded to by team members within a 24-hour timeframe.
*Ensure the clients are receiving the services they have signed up for.
*Ensure high customer satisfaction levels, via periodic customer surveys, aimed at high retention ratio of existing clients.
*Effectively and efficiently respond to and resolve customers’ complaints.
*Provide feedback to HODs to reduce complaints and improve the quality of services.
*Assist the HODs in the recruitment and training of staff, who have direct contact with clients, to ensure that being customer focused is a key consideration in the selection/induction process of employees.
Qualifications and Experience:
AQF relevant Diploma or 3 years of relevant experience
Applicants with qualifications will need to demonstrate 2 years of relevant experience
Client Services Manager (Customer Services Manager: ANZSCO 149212)
Full time/Permanent
$73,000 - $80,000
Context of the Role:
The Client Services Manager’s (CSM) role is a management position. The position is not involved in day-to-day contact with clients. This is undertaken by the Head of Departments (HOD) and their respective team members. Only when the officers serving customers cannot resolve matters within set policies and procedures, it is escalated to the CSM who would then provide guidance, at arm’s length, to the relevant HOD and/or officer to deal with unusual issues.
Duties and Responsibilities:
*Be an integral part of the management team.
*Develop and/or review policies and procedures with a view to strategically improve customer service.
*Effectively manage and develop the service providers to ensure phone calls and emails from client are professionally attended to and/or responded to by team members within a 24-hour timeframe.
*Ensure the clients are receiving the services they have signed up for.
*Ensure high customer satisfaction levels, via periodic customer surveys, aimed at high retention ratio of existing clients.
*Effectively and efficiently respond to and resolve customers’ complaints.
*Provide feedback to HODs to reduce complaints and improve the quality of services.
*Assist the HODs in the recruitment and training of staff, who have direct contact with clients, to ensure that being customer focused is a key consideration in the selection/induction process of employees.
Qualifications and Experience:
AQF relevant Diploma or 3 years of relevant experience
Applicants with qualifications will need to demonstrate 2 years of relevant experience
