Customer Experience Administration Manager

at  Torrens Transit

• Join Australia’s leading public transport provider
• Newly developed role
• Competitive salary and benefits package
  Are you a passionate customer advocate with a proven track record in leadership and administration? Do you thrive in a fast-paced environment and enjoy driving positive change? Then Torrens Transit wants to hear from you!
  We are seeking a highly motivated and experienced Customer Experience and Administration Manager to join our Corporate and Operations team. Reporting directly to the Managing Director, this crucial newly developed role combines strategic customer experience initiatives with efficient administrative management, ensuring seamless operations and exceptional service delivery.

This dynamic position requires a strategic thinker with strong leadership skills and experience with designing, implementing, and managing strategies that enhance customer and stakeholder satisfaction. This includes:
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- Developing and implementing a comprehensive customer experience strategy:Elevating our service offerings and strengthening customer relationships.
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- Supporting Operations and Administration teams: Ensuring exceptional and consistent service delivery across the organisation.
- Monitoring and analysing customer feedback: Identifying areas for improvement and implementing organisational-wide initiatives.
- Overseeing administrative processes: Overseeing service requests, customer inquiries, and escalated issues, ensuring timely and effective resolution and the efficient management of service records and communications.
- Tracking key performance indicators (KPIs): Monitoring progress and ensuring goals and service levels are met.
- Managing customer complaints and dispute resolution: Ensuring timely and effective resolution.
- Implementing streamlined administrative processes: Enabling timely and accurate reporting for Transit Systems, Kelsian, and state government bodies.