Key purpose:

Develop and lead customer experience frameworks to ensure the delivery of high-quality service to all customers and that business targets are met.

Duties and responsibilities: Identify, control and escalate potential risks which may lead to increased costs Manage costs or expenses within approved budget to achieve cost efficiencies Deliver against operational and cost targets Prioritise resource allocation to minimise and reduce wastage Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in Engage in cross-functional relationships to obtain and to provide work support Resolve customer dissatisfaction/complaints by taking ownership of the problem Analyse customer feedback to help improve customer service Ensure that delivery is accurate, timeous and of an acceptable standard Ensure that product or service knowledge and advice is techn...