Supervisor, Customer Engagement - Adelaide Region SA, Australia - CoreLogic

CoreLogic

Verified Company

Adelaide Region SA, Australia

3 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Job Summary:

Join our team of over 5,000 employees globally, who provide the insights through data and next generation technology that help millions of people find, buy and protect the homes they love.

From the beginning, CoreLogic has been driven by a single purpose - to innovate and create solutions that solve our clients' toughest challenges in the housing market.

CoreLogic is the trusted source for property intelligence, with deep knowledge of powerful economic, social, and environmental forces that promote healthy housing markets and thriving communities.

The Supervisor for Customer Engagement is responsible for managing staff within the Service Centre for Valuation Support to ensure they deliver efficient and professional processes to our customers.

Job Description:

Key Responsibilities:
Specific tasks pertinent to this role can be broken down into:

Ensure the team deliver appropriate responses to all customer request/queries within timeframes and service levels
Deal with complex telephone and written enquiries and any other escalated issues from the team
Ensure team are following appropriate processes as they create and update customer records to ensure a high quality of customer interactions are met.
Ensuring a team collaboration environment is created to support our customers, with no single point of failure
Help formulate and achieve team goals
Implementing & monitoring KPI's
Review procedures and processes to ensure efficiency of operation
Recruitment of staff
Training, upskilling and overall development of the team
One on one coaching and mentoring the team
Undertaking weekly team meetings
Conduct employee performance reviews and manage any performance issues that may arise
Manage roster, staff absences and staff records
Report collation and monitoring on a regular basis
Participating within the Leadership group on strategy, change management and creating a harmonious and collaborative culture across Client Operations

Job Qualifications:

Key Competencies Required:
To be successful in this role the key competencies required include:

Strong communication and collaboration across the leadership team and broader organisation
Ability to train, motivate and provide feedback to staff in a team environment
Good negotiation and facilitation skills
Ability to lead, coach, train and organise in a team as well as one on one environment
Ability to work well under pressure
Ability to actively participate in or to lead group meetings
Excellent clear, concise and professional communication skills
Effective time management and organisational skills
Ability to recommend and implement process improvements
Training Skills, ability to support and train members of the team to ensure a consistent level of knowledge
Ability to use initiate and be proactive

Experience and Education Required

At least 2 years' experience in a Supervisor role
Preferred leadership experience in a service centre environment.

Key Performance Indicators

Actively support new initiatives aligned to corporate business strategies
Operational efficiency and improve service processes
Ensure service delivery is within the agreed SLA's for internal and external stakeholders
Actively improve customer experience and satisfaction
Inspire staff empowerment to enable superior service
Grow your people
Team strategic planning to achieve the company purpose

CoreLogic's Diversity Commitment:

CoreLogic is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone's unique contributions, experiences and values.

We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package.

We are better together when we support and recognize our differences.

Equal Opportunity Employer Statement:

CoreLogic is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, colour, gender, sexual orientation, age, physical or mental disability, marital status, family or carer's responsibilities, pregnancy, religion, political opinion, national extraction (place of birth or ancestry), social origin (class, caste or socio-occupational category), industrial activities (such as belonging to a trade union).

CoreLogic maintains a Drug-Free Workplace.

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