Total 794 maintenance manager job vacancies in Customer Service category in Australia

Customer Experience Manager  | Dan Murphy's Bairnsdale | Share your spirit

If customer satisfaction was a competition, you’d be the winner. As one of our Customer Experience Managers, you’ll channel your engagement and entrepreneurial spirit to create tailored in store customer experiences and inspiring merchandising that keep our community returning to Dan’s!

We’re looking for a passionate people leader who has a genuine desire to make better happen; for themselves and others around them through team development and trailblazing leadership. This role provides critical operational exposure across the business and the opportunity to kick start a career adventure with Dan Murphy’s.

The ROLE:

• Motivate and lead your team to deliver a world class customer experience which promotes customer loyalty and contributes to revenue growth
• Encourage team to invest in education and dream big about their career - because working at Dan’s is an adventure
• Lead the way with in store tasks, delivering regular coaching and mentoring to store team to inspire them to continuously improve
• Create an environment that enables team to come as they are, because you know that diversity is the magic that makes good culture
• Build a culture that is centred around understanding your community, utilising customer feedback as a pillar in your decision making

The YOU:

• YOU use initiative and intuition to understand your team and inspire them to make a difference for each other and our customers
• YOU are passionate about people development and motivate others to dream big and reach their potential 
• YOU are no stranger to a fast-paced environment and use forward thinking in your decision making
• YOU bring energy to those around you by being your authentic self and by always doing the right thing for your team, customers and community
• YOU use an inspiring and collaborative approach to communication and use this to drive your team’s commitment

How we take care of our PEOPLE:

An exclusive discount card for Dan Murphy’s, BWS and other Endeavour Group brands including ALH pubs not to mention discounts from Woolworths and Big W. Endeavour Wellbeing Support, our Employee Assistance Program that offers critical incident support, career, conflict, nutrition and lifestyle, money, family, legal and employee assistance. Grow your career within Dan Murphy’s and the wider Endeavour Group network.

If drinks excite you - and you’re close-enough on the requirements, we’d love to hear from you!

Candidates will be required to complete a functional screening assessment as part of the recruitment process.

We are together creators

We’re big, but part of something much bigger. Dan Murphy’s is one of a number of brilliant retail businesses like BWS, ALH Hotels, Pinnacle Drinks within the Endeavour Group. Together we create the moments that bring millions of people together. And together we have more fun, create more opportunities, and score a lot more goals. We’re serious about having a good time - creating a safe, inclusive and fun place to work. We’re all about creating a more sociable future - for our customers and each other.

#WeAreTogetherCreators #ComeAsYouAre #FeelTheEnergy #DreamBig #LeaveYourMark #DanMurphys #DrinkBetter #EndeavourGroup 

Our Talent Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Endeavour Group is not responsible for any fees related to unsolicited resumes.
 

What a Senior Customer Growth Management does at Visa:

• Expertly manage a portfolio of accounts, developing relationships, managing stakeholders, and identifying advocates
• Coordinate a swift and smooth onboarding, implementation, and go-live experience for new customers in collaboration with New Business Sales and Solutions
• Identify/track adoption and growth opportunities within existing clients
• Organise monthly/quarterly reviews with customers to minimise friction and churn risk
• ·Work with Account Managers to identify upsell and renewal opportunities
• Identifying and leading strategic initiatives within the team to improve ways of working, training, customer escalations and revenue execution.
• Cross functional collaboration within the organization to continually enhance and improve communication, processes, and product positioning
• Represent the customer internally as a stakeholder for the product, marketing, and other internal teams in order to ensure customers are always central to what we do
• Anticipate customer requirements and challenges, work towards a (re)solution by acting on data-driven insights and strategic knowledge
• Help identify patterns for success and best practices within a portfolio, to improve processes and prioritise activities

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

The Customer Care and Retention Manager is a key leadership position within Neilson, responsible for managing Customer Service, Claims and Customer Retention activities, delivering an exceptional experience for customers across all touchpoints, following the sale of a life insurance policy. 

This position plays a critical role in maintaining customer satisfaction, resolving escalated issues, and optimizing the efficiency and effectiveness of Customer Care and Retention Operations.

Working closely with the Customer Transformation Lead and Group Head of Retention, the Customer Care and Retention Manager will take a hands-on approach to implementing and evolving existing Customer Care processes, driving an ethos of continuous improvement and delivering excellent outcomes for customers. 

Duties & Responsibility
As the Customer Care and Retention Manager, your primary responsibilities will include:

• Orchestrating optimal customer service performance by fostering a customer-focused, high-energy atmosphere within the team.
• Conducting impactful one-on-one sessions with Customer Care and Retention Agents, offering personalised coaching and development plans to enhance their performance.
• Leading, mentoring, and managing direct reports within the Customer Care function; initially Agents and as the team grows, the role will have Team Managers as direct reports.
• Setting clear performance expectations and goals for Team Managers/Agents, monitoring their progress, and providing regular feedback and coaching.
• Inspiring and engaging the team through effective team meetings, buzz sessions, and incentives to consistently achieve outstanding results.
• Managing the completion and timely updating of weekly and monthly trackers, dashboards, and performance reports, taking full accountability for team results.
• Monitoring and reviewing key service metrics and performance indicators to effectively manage the quality of service.
• Generating regular performance reports, analyzing data to identify trends, areas for improvement, and opportunities to enhance efficiency.
• Overseeing claims handling to ensure that claims are dealt with empathetically, administered accurately, handled efficiently, and documented appropriately.
• Handling customer complaints or complex issues, in accordance with Neilson’s complaints handling procedures, ensuring prompt resolutions.
• Collaborating with sales and marketing teams to gather customer feedback, identify areas of improvement, and implement strategies to enhance customer satisfaction and retention.
• Supporting the maintenance of Customer Service, Claims, and Retention procedure manuals.
• Upholding a positive, supportive, and engaging leadership style when communicating changes, updates, or launching new initiatives.
• Making a substantial contribution to the team's success and the company's overall objectives.
• Embodying the core values of the company: Customer Focused, Results Driven, and Team Spirited.