Customer Experience Lead, Plant Hire & Operations

Laing O'Rourke group; Western Australia; Sur place; AUD 100 000 - 140 000; Plein temps

Avantages offerts par ce poste

In-house training

Six months’ paid parental leave

Purchased leave options

Volunteering leave

Exclusive discounts

Résumé du poste

Select Plant Australia, part of the Laing O’Rourke Group, is seeking an experienced leader to drive regional customer-experience in hire solutions. You will oversee service standards, fulfilment and escalations while aligning fleet and supplier capacity with commercial needs.

The role requires strong leadership of a regional team and deep knowledge of the end-to-end hire lifecycle. You will guide complex customer cases, coordinate with suppliers, and leverage data to improve performance and

Qualifications

• Demonstrated leadership of customer service or equipment hire teams.
• Strong knowledge of end-to-end hire lifecycle.
• Experience handling complex customer cases and escalations.
• Experience coordinating with suppliers and making commercial decisions.
• Ability to interpret customer, operational and financial data to improve performance.
• Proven experience in workforce planning and development of teams.
• Experience with COINS or similar ERP is desirable.

Responsabilités

• Lead regional customer-experience performance across responsiveness, fulfilment, retention and escalation management.
• Set service priorities and translate business needs into delivery plans with resource allocation.
• Establish consistent customer-service standards and communication norms.
• Oversee quoting, bookings, purchase orders, contracts and complex customer commitments.
• Align customer demand with fleet availability, supplier capacity and commercial needs.
• Lead complex fulfilment, service recovery, billing disputes and escalations to resolution.
• Use data to improve performance, utilisation and revenue protection.
• Lead workforce planning, performance, coaching and succession for the regional team.

Connaissances

Leadership

Customer service

Hire lifecycle

Supplier coordination

Data interpretation

Workforce planning

People leadership

COINS or ERP

Outils

COINS

ERP systems

Description du poste

Select Plant Australia, part of the Laing O’Rourke Group, is seeking an experienced leader to drive regional customer-experience in hire solutions. You will oversee service standards, fulfilment and escalations while aligning fleet and supplier capacity with commercial needs.

The role requires strong leadership of a regional team and deep knowledge of the end-to-end hire lifecycle. You will guide complex customer cases, coordinate with suppliers, and leverage data to improve performance and