Critical Services Manager

at  FutureYou

Job details
Posted
08 April 2024
Salary
$110,000 base plus super
Location
Macquarie Park
Job type
Permanent
Discipline
Business Support
,
Supply Chain & Logistics
Reference
BH-15142
Job description
A leading Healthcare logistics provider located in Macquarie Park.
This is a growth opportunity for a true people leader, someone who can strike the balance between nurturing a strong culture and driving commercial outcomes.
On-site work arrangements | Great office culture

THE ROLE:

Ensuring life-saving and critical patient outcomes is paramount to the Smartways Team and critical to this, is the appointment of an astute, dynamic, experienced Critical Services Manager to lead the Critical Services Team.
The CST is a team of 10 staff and described as a high performing team that operate in a highly pressurised, time critical environment; balancing a complex skill-set of rapid response, complex coordination skills and ability to think on feet whilst ensuring a positive and supportive customer experience.
The team navigate between 40-70 calls per day with a ratio of 3 outbound calls: 1 inbound call.
The CSM has the support of leadership to develop and empower the team through the provision of ongoing, targeted training and regular quality feedback sessions.

ROLE RESPONSIBILITIES:

Reporting to the Customer Experience Manager, the core responsibilities are as follows:
Improve customer service experience, create engaged customers, and facilitate organic growth.
Take ownership of customers issues and follow problems through to resolution.
Manage critical services, treating drivers like “customers”, resolve their issues and take charge of any off-road admin to improve the overall customer experience.
Recruit, mentor and develop customer services executives and nurture an environment where they can excel through encouragement and empowerment.
Training, coaching and mentoring critical services team leaders to drive effective communication, business outcomes, engagement, and high performance within the teams.
Ensuring the team leaders have clear role responsibilities and accountabilities that assist in the delivery of the overall department’s metrics and KPI’s and maintain consistency in processes and procedures.
Lead, coach, and develop the critical services team by setting clear performance goals and providing ongoing feedback and guidance.
Define and enforce service standards and procedures to enhance the customer experience with critical services.
Continuous assessment of Critical Services, identify areas for improvement, and implement streamlined and efficient workflows to enhance productivity and service quality.
Collaborate with cross functional teams including critical services, IT, Commercial and Operations teams to ensure alignment and a seamless customer journey.
Handle escalated customer issues, engaging with customers directly to resolve complex or sensitive matters promptly and efficiently.
Prepare regular reports on team performance, customer satisfaction, operational metrics.
Review the systems and reporting on a regular basis and update accurately to ensure business requirements are met.
Implement improved processes and CRM services to drive improved outcomes based on data.
Mitigate customer risk through sound customer service offerings and strong relationships.
Control resources and utilise assets to achieve qualitative and quantitative targets.
Keep ahead of industry’s developments and apply best practices to areas of improvement.