Job: Call Centre Service Manager

Call Centre Service Manager

• Long Term Career Opportunities
  
• Great Remuneration
• Exciting Work Environment

Our Client

Our client is an ambitious financial organisation in the home lending space.

About the role

Our client is looking for a Call Centre Service Manager with lending customer experience in residential mortgages. They will be responsible for delivering an outstanding CX with every interaction we have with our customers.

• You will be involved in the day to day running of the call centre and work alongside the team. You should have strong knowledge and understanding of the mortgage business, the products and services, and the issues the team will be faced with and solutions to address these items.
  

Key Responsibilities:

• Ensuring team members are achieving and delivering exceptional customer service
• Team management and logistics to maximise desired service levels
• Providing coaching and assisatane to the call centre team
• Liaising with both internal and external stakeholders on problem-solving and process involvement
• Providing reports as required

Skills and Requirements:

• Bachelor's degree in marketing, business or communications
• At least 5 years’ experience in telemarketing or an outbound call centre environment leading a team of lending specialists
•  At least 5 years’ experience in mortgage-based banking or finance experience with ability to meet complex lending needs
• Ability to work under intense pressure and capable of multitasking
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication skills
•  Strong leadership and conflict resolution skills
• Proficient in necessary technology (AWS Connect preferred)

If you would like to be part of an exciting work environment with long term career opportunities, please apply now or email your CV to team@ebr.com.au