Total 822 accounts manager job vacancies in Customer Service category in Australia

• At Qantas, our people lead the way in achieving the impossible together 
• Challenge yourself to deliver strategic operational outcomes  
• Permanent, Full-time position based in Melbourne or Adelaide

 
We’re constantly challenging ourselves to reimagine our customer experience, and work to connect and build trust. Ultimately, our service should make people feel at home, no matter where they are. Customer is at the heart of our operation.  We’ve created something truly unique in our Qantas Lounges and it’s here where our premium customers, connect with the spirit of Australia from the confidence of seeing and interacting with our people, to the sheer awe that comes from watching our aircraft take off and land whilst dining in one of our beautiful lounges. 

We understand our priorities and what needs to be delivered, taking the initiative to keep things moving.  We bring teams and individuals together to deliver on our customers’ expectations. 

As the Lounges Customer Experience Manager, you will be responsible for developing and leading lounge teams and operations across Victoria, Tasmania and South Australia, including International, Domestic and Regional lounges. You will work with partner areas to develop consistent and connected service experiences across our lounge customer touchpoints.  You will be a people leader and change agent focused on aligning lounges with the best customer experience practices whilst overseeing operational performance within a region. 

In addition, you will drive a performance focussed culture by developing a high performing team and an engaged workforce across both Qantas and third-party supplier workforces by leading, encouraging and facilitating open communication with employees on all relevant matters.  As well as managing individual, team and supplier performance against relevant performance criteria and supporting capability development. 

The core role accountabilities include people management, supplier management, safety, financial performance, operational delivery, and customer advocacy.  In addition, providing project management leadership to support key change initiatives within your regional portfolio of lounges including lounge refurbishments, menu and service changes, as well as attracting new client airline business. 

You’ll have –

• Previous experience with People management in a customer facing or product development environment 
• Firm understanding of the airline industry and the operational environment 
• Strong independent decision-making skills with ability to manage ramifications of decisions and drive strategic outcomes 
• Demonstrated ability to deliver results within complex business & operational environments with varying stakeholder needs and expectations 
• Strong relationship building and stakeholder management skills 
• Commercial acumen for delivery of critical business approvals, financial analysis and identifying group benefits 
• Ability to influence at all levels 
• Customer centric mindset and perspective to programs of work 
• Sound understanding on the fundamentals of the customer and service experience 
• Proven strong analytical, interpersonal, stakeholder and time management skills 
• Extensive experience managing large and complex projects 

Why Qantas?  

You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.  

There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. 

You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.   

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.  

• We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays. 
• We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees.
• We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships. 
• We’ll support your wellbeing: Whether it’s learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan.  

Qantas are equal opportunity employers, so by coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. 

If you’re up for achieving something great, register your interest and we’ll be in touch.  

Applications close: Sunday 14 April 2024

The Service Manager, role is to deliver service excellence for our CPaaS customers through the demonstration of expert relationship management (internal and external) and operational knowledge throughout the service lifecycle. You will be responsible for adhering to the Service Management framework, owning the responsibility for the operations and effective implementation of the Service Management processes and procedures to include escalation, incident resolution, communication and documentation.

The Service Manager, will perform a pivotal role in differentiating the customer experience from competitor offerings in the market by working with customers to align business and systems processes with the aim of achieving optimal efficiencies across the board with a strong focus on our key and strategic customers.

What you’ll do as a Service Manager:

• Building and maintaining solid customer relationships, understanding their needs and providing personalised service solutions
• Developing and implementing service strategies to enhance customer experience and meet service objectives
• Monitoring service metrics and analysing customer feedback to identify areas for improvement and implement corrective actions
• Point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.
• Fostering a customer-centric culture within the service team, emphasising empathy, professionalism and effective problem-solving

As a member of the Unit 42 team, you will be one of the founding members of a newly formed team that is responsible for the successful adoption of purchased U42 offerings and driving the increased up-sell of additional services/products. We are looking for experienced SaaS sales or customer success professionals (ideally with cybersecurity domain expertise) who want to make an impact in a fast-paced, high-growth environment.

Your Impact 

• Ensure customers are maximizing their return on investment by owning the customer’s on-boarding, adoption, satisfaction and advocacy across a portfolio of customers

  • Provide high touch/white glove customer outreach immediately post close to shepherd customers through the on-boarding process

  • Drive adoption- ensure customer applies the offering hours in a timely manner

  • Ensure customer is measurably satisfied with the service they are receiving

  • Informing customers of refresh needs and options 

  • Proactively identify up-sell opportunities and grow revenue

• Develop a trusted advisor relationship with customer stakeholders, executive sponsors and partners to drive cybersecurity solution adoption to ensure they are leveraging the solution to achieve full business value

• Be the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with consulting teams and become a Subject Matter expert over time

• Ensure continual communication with customers on Unit 42 messaging, current and offerings updates, events, main points of contact within Unit 42, and touchpoint for all feedback from our customer

• Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map services and associated business benefits to address their needs

• Serve as a customer advocate in influencing service and product roadmap and improvements

• Partner closely with sales and consulting teams to develop and apply these processes - Must be able to build trust and influence 

• Manage performance metrics CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement

• Capture and nurture CISO and execute relationships to influence the recurring strategic spend

Position Details

• Continuing | Full-Time

• Higher Education Officer Level 9 | $122,922- $131,535 p.a.

• Location: Bedford Park / Kaurna Country  

• View Position Description

About the Student Life Division

The Student Life division ensures the delivery of student-centred support across the student lifecycle that underpins the University’s broader strategic visions by delivering support services and functions that facilitate and enhance the academic mission of the institution.  The Student Life division provides support services and programs that contribute to the student experience and success, including in the areas of health, counselling, disability services, orientation and transition, retention, student wellbeing, and student engagement through the activities of the Flinders University Student Association

About the Role

Flinders University is seeking a motivated Manager, Counselling Service to provide operational and strategic leadership of the Counselling Service including the Intake and Assessment team, Counsellors, project and support staff.

Working closely with the Director Student Life, you will play a key role in ensuring that efficient models of services, systems, projects and processes are in place that support student wellbeing and ensure that demand for service is met. In addition, you will also be responsible for:

• Contributing to the management of programs, project, training and community capacity building activities that aim to address mental health and wellbeing, including gender-based violence prevention and response.

• Implementing a continuous improvement framework to ensure the delivery of quality and timely counselling services and other wellbeing initiatives, programs and projects that reflect best practice and the current higher education sector priorities.

• Ensuring that students in crisis and/or at risk are managed appropriately, including taking a key role in the management of critical incidents and providing expert advice to the Director Student Life and other senior managers.

• Contributing to strategic and operational planning for the Student Life portfolio to deliver high quality, evidence-based support for students that increase student success and wellbeing.

About You

You will be a dedicated leader, with the ability to motivate and develop high performing teams and foster a positive team environment. Your high-level communication skills, together with your planning and analytical skills, will be the key to your success, as you demonstrate your ability to provide strategic and operational leadership, communicate with multiple stakeholders with competing demands and manage crisis and risk situations.

The successful Manager, Counselling Service will also demonstrate:

• Registration as a Psychologist with the Psychological Board of Australia or eligibility for membership of the Australian Association of Social Workers.

• Demonstrated experience in providing professional supervision to a team of experienced counsellors, including psychologists and social workers.

• Proven ability to develop, deliver and evaluate effective services and programs that address wellbeing.

• Understanding of the Higher Education sector and factors that impact on wellbeing.

Life at Flinders

We're transforming and investing in people and facilities to create contemporary, stimulating, and satisfying learning and work environments that reflect our core values of excellence, innovation, courage, and integrity. Flinders is refocusing its strategic priorities with the aim of elevating its performance to be a top ten Australian university, and amongst the top 1% in the world.

Reaching beyond the limits of buildings, borders, and backgrounds, ours is an inclusive culture that believes absolutely in equality and opportunity for all. We don't just accommodate differences; we embrace and celebrate them. So, why work at Flinders?

• 17% Superannuation + salary packaging options

• Flexible working arrangements

• Wide range of professional development activities and services

• We embrace diversity and promote equity and inclusion for all students and staff

• Vibrant campus life and amenities including on campus health care services, gym and childcare centre (Bedford Park, South Australia).

Our Commitment to Reconciliation and Indigenous Employment

Flinders University is proud to be an organisation that is committed to our Reconciliation Action Plan and Indigenous Workforce Strategy. Our vision is to be a preferred employer for Aboriginal and Torres Strait Islander peoples.  We are committed to progressing Indigenous advancement in education, research, employment, and wellbeing, and strongly encourage applications from Aboriginal and Torres Strait Islander peoples for all Flinders vacancies.

Prescribed Conditions for Employment

• A valid National Police Certificate which is satisfactory to the University will also be required before the successful applicant can commence in this position.

• Please note that you may be required to provide evidence that you are up to date with COVID-19 vaccinations, in line with the Flinders University COVID-19 Vaccination Policy 

• It is a requirement of this position that the incumbent maintain a current Working With Children Check which is satisfactory to the University in accordance with the Child Safety (Prohibited Persons) Act 2016 (SA).

How to Apply and Information

• You are required to submit Suitability Statement of no more than 3 pages, addressing the Key Position Capabilities of the position description.

• For more information regarding this position, please contact Jodie Zada on 8201 2118.

• Please see here for our Reconciliation Action Plan

• Please see here for our Indigenous Workforce Strategy

Please note, late applications and applications sent via agencies will not be accepted.

Certification

Applications to be submitted before 10.00pm:

At Flinders we embrace and celebrate diversity and encourage applications from Aboriginal and Torres Strait Islander peoples, and people of all ages, ethnicities, abilities, sexual orientations, and gender identities.

Flinders. Fearless.