Customer Experience Manager

Do you want to :

• Work in an organisation where 98% of all team members believe that their manager genuinely cares about their well-being and feels valued?
• Understand the strategic direction of your organisation and how your effort contributes to success?
• Work in an inclusive environment who is proudly a WGEA Employer of Choice for Gender Equality?
• Work for a climate Active CERTIFIED Carbon Neutral fleet management organisation?
• Be recognised and rewarded for your performance?
• Work for an organisation where 'C-A-R-E' are their values?
• Have career opportunities, a voice that's heard, and a fast-paced, dynamic yet flexible working environment?
• If so, then Eclipx Group might be the place for you._

Eclipx Group is an ASX 300 listed financial services, vehicle management, and employee benefits company. We support all types and sizes of businesses to acquire and effectively manage their vehicles, with over 93,000 vehicles currently under management. We also help everyday Australians to maximise their salary by administering employee benefit programs and help them to get into the car of their dreams.

Who we're looking for :

We are looking for an experienced Customer Experience Manager to join our dynamic and fast-paced team in either Sydney or Melbourne. This key member of our CX Management Team will provide actionable insights to stakeholders and play a major role in driving customer advocacy across the organisation.

What you'll be doing :

• Lead, mentor and build a high performing customer experience teams across both Sydney and Melbourne sites, in line with business objectives and deliverables;
• Establish and provide pivotal metrics and accurate analysis, providing management foresight that will drive appropriate decision making;
• Establishing a framework for managing customer engagement through the full lifecycle, with a focus on ensuring all customer interactions are positive;
• Ensure the internal teams and individuals are acting and responding to customer needs with a strong service ethic and in alignment with SLA's;
• KPI management to ensure targets are met;
• Ensure there is a robust Internal Disputes Resolution (IDR) and External Dispute Resolution (EDR) processes and framework in place;
• Effectively investigating and resolving complaints from the Australian Financial Complaints Authority (AFCA), other external agencies within agreed SLA's;
• Ensure accurate recording and maintenance of the customer and dispute information relevant to the resolution of complaints / disputes;
• Strong negotiation skills, coupled with a passion for helping customers.
• Maintaining a continuous process improvement mindset;
• Analyse customer trends using data and insights to improve our customer experience strategy.

We're looking for someone who

• Has a minimum of 10 years in a sales or customer service role, including 5 years experience in a contact centre / operations leadership role;
• Has at least 2 years experience in both internal and external dispute resolution;
• Has experience within Salesforce, Genesys and other call centre technologies;
• Spent time in financial or fleet management services;
• Has exceptional communication skills and stakeholder engagement;
• Is passionate about people and engagement;
• Can demonstrate excellent leadership skills and experience across multiple groups;
• Has experience in embedding customer experience programs;
• Is a proven influencer and has the ability to flex interpersonal style to build strong relationships at various levels of the organisation.
• Requirements
• Has advanced experience in a sales or customer service role, including advance experience in a contact centre / operations leadership role;
• Has at least basic experience in both internal and external dispute resolution;
• Has experience within Salesforce, Genesys and other call centre technologies;
• Spent time in financial or fleet management services;
• Has exceptional communication skills and stakeholder engagement;
• Is passionate about people and engagement;
• Can demonstrate excellent leadership skills and experience across multiple groups;
• Has experience in embedding customer experience programs;
• Is a proven influencer and has the ability to flex interpersonal style to build strong relationships at various levels of the organisation.
• Benefits
• 5 additional days of annual leave per year.
• 16 weeks paid parental leave for primary careers, regardless of gender and with no minimum tenure and 4 weeks paid leave for secondary carers.
• a 'Dress for your Day' policy.
• flexible and hybrid working arrangements.
• an extensive range of other employee benefits.