Team Manager, Customer Care - Sydney, Australia - Angle Auto Finance

Description

The role Team Manager – Customer Care, reporting to the Head of Customer Operations is responsible for providing personalised and timely support and help to Angle Customers in moments that matter.

This means connecting with customer providing personalized service, building trust by being open and honest, listening and understanding their situation. You will develop abilities in having deep customer relationships, quality conversations and being able to connect across the Angle value chain to find solutions for Customers.

Key Responsibilities;

• Proactively contribute to innovation and continuous improvement to improve quality, efficiency, risk, and compliance outcomes by working closely with cross-functional teams across the organisation.
• Have strong coaching skills to help teams members in supporting customers with options and solutions and do a proper hand off to other teams including Hardship, Complaints, Collections, Settlements, Introducer, for customers that require additional support
• Be responsible and actively participate in building a proud culture that is passionate and high performing in delivering improvements that exceed customer needs, financial targets and balanced with meeting compliance requirements.
• Responsible for overseeing compliance requirements for your business, email and call evaluations with weekly feedback given to all consultants.
• Build effective key stakeholder relationships to drive strategic customer and business initiatives
• Implement key strategic initiatives in line with the Business Services strategy to drive the best customer outcomes.

Qualifications;

• Tertiary qualification in Administration, Business or similar is beneficial, but not essential.

Experience;

• Demonstrated experience in leading a team to deliver results and strong coaching skills
• Strong customer focus and passion for delivering quality outcomes for the customer
• Proven track record in contributing to business performance through strategic & operational competence.
• Strong People Management skills and experience in managing team recruitment with strong attention to detail
• Prior experience in a Financial Services environment is desirable
• Strong decision making and problem-solving skills

Do what's right
We have good intent and we do the right thing

Bold and courageous
We challenge, evolve and innovate for sustained success

Own it and deliver
We're accountable

Win together
We collaborate and encourage each other to thrive

Celebrate success
We appreciate and celebrate our achievements

How to apply

Select the 'Apply' button above to send your resume through to the Talent Acquisition team. Application close date - Sunday 21st April 2024

Angle Auto Finance is committed to attracting, retaining and strengthening the performance of a diverse, equitable and inclusive workforce. It is our commitment to ensure equal employment opportunities without discrimination or exclusion on the basis of cultural heritage, colour, religion, citizenship status, age, sex, sexual orientation, gender identity, or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information or any other basis protected by law.

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