As our Regional Customer Service and Security Manager you’ll provide effective management of assigned Customer Service & Security teams, maximising performance and ensuring the highest standards of customer satisfaction are achieved.
You’ll be responsible for ensuring consistent processes, standards, and customer delivery across the NEXTDC facilities in their assigned locations. You’ll also act as an escalation point for all customer or security matters relating to the team and facility, modelling the view that “Customer First” is embodied in everything we do.
Customer Focus
- Ensure that all customer interactions are timely, courteous, and professional.
- Provide accurate advice, guidance and communication on service requests and incidents to NEXTDC customers and management.
- Work with NEXTDC Facilities, Customer Success, and Customer Solutions teams around the country to deliver a seamless customer experience.
- Take ownership of complex or difficult service delivery issues and escalations, for both customers and internal matters, and ensure they are brought to a prompt and satisfactory resolution.
People Management
- Provide leadership, support and mentoring to all Customer Service and Security team members
- Provide line management for assigned Customer Service & Security Team Leaders, including:
- Conducting regular 1-on-1s
- Providing timely, constructive feedback
- Managing performance
- Supporting staff development plans and organising any training as required
- Manage the recruitment process for all required team members in the region, including liaising with People & Culture, conducting interviews, and making hiring decisions.
