Customer Service Centre Manager

Holcim; Perth; On-site; GBP 35,000 - 55,000; Full time

Job description

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Customer Service Centre Manager

A superb leadership opportunity with the world's leading sustainable building materials company.

Competitive remuneration package.

A close-knit team backed by an inclusive culture company wide.

Perth based role.

Holcim:

As a global leader in innovative and sustainable building solutions, Holcim are enabling greener cities, smarter infrastructure and improving living standards around the world. With sustainability at the core of our strategy, we are becoming a net-zero company, with our people and communities at the heart of our success. We are driving circular construction as a world leader in recycling to build more with less.

The Opportunity:

In this superb role, arising from an internal promotion, you will lead the Customer Service Centre (CSC) team to ensure efficient back-end operations and a seamless customer experience. The position is part of the leadership team within the business and is directly accountable for the functional output of the team, with direct impact on the bottom line. You will ensure an optimum balance between cost effective delivery, proper fleet and plant network utilisation and customer service - effectively managing conflict between stakeholders and developing and driving relevant business improvement initiatives and projects.

Responsibilities:

1. Developing, implementing and achieving a balanced scorecard of customer service standards and KPI's for the CSC.
2. Developing and maintaining clear work guidelines, policies and procedures in relation to all key areas of responsibility (e.g. customer service standards, order scheduling/allocation, distribution indicators).
3. Ensuring all customer complaints related to customer service are fully investigated to understand the root cause and implementing the right corrective actions.
4. Supporting team leaders to consistently match/roster staff (resources) with peak times to meet or exceed grade of service standards.
5. Developing strong working relationships with stakeholders to achieve the budgeted financial and non-financial targets (service levels, EBIT, market share, logistics costs, EOD error rates, AFTPO, Opportunity Management).
6. Maintaining an active involvement in the ongoing activities of the sales, logistics and operational teams and contributing to related discussions and meetings.

About You:

To be successful in this role you will have:

1. Relevant tertiary qualifications (preferred).
2. Experience in leading a sizable, high volume call centre.
3. Experience in pre-mix concrete, quarrying, logistics or related industry (preferred).
4. Experience in managing multiple stakeholders including manufacturing, sales and logistics.
5. Experience in working within a fluid environment with rapidly changing priorities.
6. Exceptional communication skills and ability to influence a range of stakeholders both internal and external.
7. Excellent leadership skills and proven ability to continually enhance team performance and capability through setting clear performance objectives, conducting coaching conversations and driving personal ownership and accountability.
8. High proficiency in Word and Excel, capability to learn and use new computer programs, medium proficiency in PowerPoint.

Most importantly, you are a professional who has the desire to build and nurture a team who will provide excellent service. You are looking to make your mark and see your ideas implemented and your team successful as a result.

Why Holcim?

At Holcim we offer an inclusive environment, where our people feel comfortable bringing their authentic self to work. We offer a high-performance workplace empowering problem solvers, creative thinkers and innovators to seek combined perspectives and voice opportunities to go further and faster. Our workplace is a safe environment where individuals can be themselves and where we promote a diverse workforce. We are an equal opportunities employer, making no distinction on the basis of race, national origin, gender, gender identity, sexual orientation, disability or age. People are treated fairly at work - respecting and supporting human rights and non-discrimination.

We don't just offer jobs - we offer long term careers with a deep and diverse structure which affords a great number of cross functional pathways available as you progress your career so if you're ready to take your career to the next level and join our dynamic team of professionals, we want to hear from you.

Apply now!

Candidates must hold valid Australian work rights with no restrictions on employment duration or hours.

We are dedicated to improving employment outcomes and encourage applications from Aboriginal and Torres Strait Islander peoples.

Holcim will not accept unsolicited resumes from third party recruiting agencies in response to job postings.