Customer Experience Manager
Job Description
About the opportunity
As the Customer Experience Manager, you will lead workforce planning, resource management, and staff development, ensuring your team is equipped with the skills and tools to deliver culturally appropriate and customer-centric services. By cultivating a positive and inclusive workplace culture, you will empower your team to deliver meaningful outcomes for Queenslanders and reinforce the Brisbane store’s reputation as a trusted and innovative service provider.
As the Customer Experience Manager, you will
- Provide strategic leadership and oversight of the Brisbane store, ensuring operations align with departmental priorities and deliver high-quality, customer focused services.
- Develop and implement strategic, business and financial plans, ensuring cost efficiency, effective resource allocation and delivery within budget.
- Drive team and centre-wide performance against key indicators including customer satisfaction, first contact resolution and operational efficiency.
- Oversee workforce planning and forecasting, including recruitment, rostering, leave management, succession planning and staff development.
- Lead the implementation of policy and process updates, system improvements and the adoption of technologies to enhance service delivery and drive continuous improvement.
- Manage complex and sensitive customer issues by providing expert advice and strategic oversight of resolution strategies.
Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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