Customer Service Centre Manager

at  The Law Society Of NSW

• Newly created, full time permanent role
• Establish and lead the customer contact centre
• Located in the heart of Sydney’s CBD (Martin Place)
  The Law Society of NSW is Australia’s largest and most influential membership association for solicitors. We’re not all lawyers, but we work together to support the legal profession and ensure a just society for all.
  We are currently looking for a Customer Service Centre Manager to establish and develop the Customer Service Centre In-Take Team for The Law Society of NSW to better assist its members and the legal profession.

ABOUT THE ROLE

The Customer Service Centre Manager will report into and work with the Head of Customer Experience to support the objectives of the Customer Experience department, making it easier for people to interact with the Law Society, by email, phone, web chat and social media, and ensuring that all interactions are handled efficiently, with a strong focus on customer first principles.
In this role, you will manage the existing Reception team, and build and train a new team of in-take call specialists with solid communication skills, problem-solving abilities, and empathy to quickly assess customer needs and provide appropriate support or guidance.

WHAT YOU’LL BE DOING

• Lead, train, and coach the Customer Service Centre in-take Team to efficiently handle incoming customer inquiries and prioritise them based on urgency and complexity.
• Design and implement efficient processes and protocols with the Head of Customer Experience, for call routing, resolution and escalation, ensuring timely and appropriate responses to customer needs.
• Lead, train and coach the existing frontline Reception team in their customer service tasks including email, professional reception service, meeting room bookings and other various administrative tasks.
• Collaborate closely with other departments, such as customer service, technical support, and product development, to gather insights, refine procedures, and continuously improve the triage process to enhance overall customer satisfaction and streamline operations.
• Serve as a point of escalation for complex customer inquiries or issues, providing guidance and support to in-take team members and ensuring that customer needs are addressed promptly and effectively.
• Foster a positive team culture of collaboration, accountability, and continuous learning, providing ongoing feedback, coaching, and professional development opportunities to empower team members to excel.
• Establish Key metrics and data insights, for (and not limited by/to) Customer Satisfaction Score (CSAT), First Contact Resolution (FCR), Average Handling Time (AHT), Customer Effort Score (CES), Call Abandonment Rate.