Head of Customer Support & Service Strategy

Best Practice Software; Queensland; On-site; AUD 150,000 - 210,000; Full time

Benefits offered by this job

B-Perks Program

Birthday leave

Health and wellbeing bonus

Sponsored rewards

Leadership development program

Learning opportunities

Job summary

Best Practice Software in Bundaberg is seeking an Assistant Director, Customer Support to lead the Contact Centre, direct our helpdesk and elevate customer service quality. You will shape strategy through insights and BI, partnering with Technical Support and the Director to ensure seamless escalation, resource planning and continual improvement across the directorate.

The ideal candidate brings extensive leadership experience in complex customer environments, strategic thinking, and a coaching

Qualifications

• Significant experience leading leaders and teams in a complex customer environment, with a track record of building high performing, engaged teams.
• Proven strategic leadership: you can see the bigger picture, set long term direction and turn it into practical plans.
• Strong operational awareness, including service levels, quality assurance and workforce planning. Confidence managing complex stakeholder relationships and negotiating good outcomes when things get tricky.
• A demonstrated coaching style of leadership that grows people, celebrates wins and encourages curiosity and continuous learning.
• Honesty, accountability and reliability, with a genuine commitment to living our values.
• Adaptability and calm under pressure, with the ability to juggle priorities and meet deadlines.
• A tertiary qualification (a post-graduate qualification is ideal) and a drive to keep learning.
• Experience in health technology or the Australasian health sector is a big plus.

Responsibilities

• Lead the Contact Centre stream, setting clear priorities, coaching your leaders and building a team culture people love.
• Direct our helpdesk and Tier 1 support operations, so every customer receives responsive, professional and accurate support.
• Shape and drive customer support strategy, using reporting, business intelligence and customer insights to lift service quality and performance.
• Partner with the Assistant Director, Technical Support so customers move seamlessly to specialist help, and act as a senior escalation point for complaints and key customer issues.
• Partner with the Director to plan for the future, manage resources and performance, and champion quality, knowledge and continual improvement across the directorate.

Skills

Leading leaders

Strategic leadership

Operational awareness

Coaching leadership

Integrity & accountability

Education

Tertiary qualification

Post-graduate qualification preferred

Job description

Best Practice Software in Bundaberg is seeking an Assistant Director, Customer Support to lead the Contact Centre, direct our helpdesk and elevate customer service quality. You will shape strategy through insights and BI, partnering with Technical Support and the Director to ensure seamless escalation, resource planning and continual improvement across the directorate.

The ideal candidate brings extensive leadership experience in complex customer environments, strategic thinking, and a coaching