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Head of Customer Service Operations

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Organisation : de Jager Executive Search

Location : Sydney

Work type : Full-time

Sector : Disabilities

Salary type : Annual Package

Application closing date : 28 Feb, 2018

About the organisation

Organisation Name : de Jager Executive Search

 

The de JAGER Group was founded by Kris de Jager in 1990 with the establishment of de JAGER Executive Search, a retained executive search and talent consulting firm.

Located in Sydney and Melbourne, de JAGER Executive Search specialises in retained search for ‘C’ Level and Senior Management executives and has developed a select client list of high profile, ethical and prestigious industry leaders in Australia and internationally.

About the role

  • Spearhead the transformational customer-centric change programme
  • Not For Profit sector
  • Salary packaging tax benefits

 

This highly respected and well established community service provider delivers innovative solutions which support individuals with disabilities, enabling them to live fulfilling lives. Their service provision incorporates a variety of programmes across Community Living, Aged Care, Disability, Employment, Homelessness, Indigenous, Justice and Mental Health.

As part of their continued growth, they are seeking to appoint a Head of Customer Service Operations who will be responsible for the successful delivery of multiple complex services within Customer Operations, developing and executing strategies to ensure that the customer is at the centre of everything they do.

Reporting directly to the CEO, as part of the Executive Leadership Team, the role will advocate customer needs and preferences in all aspects of service delivery, including effective workforce planning and resource management.

 

The key focus of the role will be to:

  • Lead a team of approximately 650 people across NSW and VIC (7 direct reports)
  • Ensure that services meet and exceed customer expectations and industry best practice
  • Improve customer satisfaction, ensure continuous improvements and achieve compliance and accreditation standards
  • Work with Marketing & Communications to share ideas, knowledge and customer insights
  • Execute strategies that drive customer engagement and enhance the customer experience
  • Champion a culture of leadership excellence and operational quality

 

To be considered for the role you must possess:

  • Minimum 3 years executive level experience or 7 years demonstrated senior management experience
  • Relevant tertiary qualifications, post-graduate and/or significant knowledge and experience in a similar role.
  • Excellent knowledge of current consumer insights / customer engagement or customer experience design methodology
  • Excellent relationship building skills which engages stakeholders across the whole organisation
  • Experience in strategic planning, facilitation, liaison, time management and team organisation
  • Demonstrated working experience within the disability services / mental health sectors
  • Comprehensive understanding of NDIS guidelines, framework and service offerings, including building awareness in the community

 

An attractive salary package commensurate with experience will be offered, including access to salary packaging tax benefits applicable to a Not-for-Profit organisation.

Please apply by forwarding your resume in Word format together with a cover letter highlighting your relevant skills and experience for this opportunity to Sharon@dejager.com.au or contact Sharon on (02) 9954 5454

How to apply

Applications not allowed for this job listing.

#PBA3

Please quote in application: Head of Customer Service Operations via Pro Bono Australia.


Profession: #Operations_Management
Sector: #Disabilities
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