Customer Experience Leader: People & Performance

Healius Limited; Sydney; On-site; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Flare Benefits

Health benefits

EAP

Childcare discounts

Learning pathways

Job summary

Healius Limited in Ryde, NSW, AU seeks a Customer Experience People Leader to build and guide a high-performing team of CX specialists. You will foster engagement, drive continuous improvement and deliver service excellence across our national network.

You will coach leaders, monitor performance and partner with stakeholders to deliver outstanding customer experiences for patients and clinicians while supporting operational objectives.

Qualifications

• 2+ years' leadership experience in a contact centre, customer service or other high-volume operational environment
• Experience in regulated industries such as healthcare, financial services or government is highly regarded

Responsibilities

• Lead, coach and develop a team of Customer Experience Specialists and Senior Customer Experience Specialists
• Manage team performance, engagement and development through regular people leadership activities
• Monitor operational performance and allocate work to support service delivery objectives
• Conduct quality assurance audits and provide timely coaching and feedback
• Drive achievement of customer experience, quality and operational performance targets
• Partner with Customer Experience Coaches to support capability development and training initiatives
• Identify and implement continuous improvement and innovation opportunities
• Collaborate with stakeholders to support change initiatives and deliver positive customer outcomes

Skills

Coaching

Communication

Decision making

Influence & motivation

Continuous improvement

Job description

Healius Limited in Ryde, NSW, AU seeks a Customer Experience People Leader to build and guide a high-performing team of CX specialists. You will foster engagement, drive continuous improvement and deliver service excellence across our national network.

You will coach leaders, monitor performance and partner with stakeholders to deliver outstanding customer experiences for patients and clinicians while supporting operational objectives.