Member Experience Team Leader
at
Acquire Intelligence
Sydney, Victoria, Australia
-
Full Time
Start Date
Immediate
Expiry Date
26 Jan, 27
Salary
55000.0
Posted On
28 Oct, 26
Experience
5 year(s) or above
Remote Job
Yes
Telecommute
Yes
Sponsor Visa
No
Skills
Industry
Transportation & Logistics
Description
Your responsibilities will include: Actively managing and responding to customer enquiries through the Alchemy support inbox, including troubleshooting issues and ensuring customers receive timely, professional and considered support
Taking ownership of more complex or escalated customer matters and working with relevant teams to achieve appropriate resolutions
Using your direct exposure to customer enquiries to identify recurring issues, friction points and opportunities to improve the broader customer journey
Developing Alchemy’s customer experience framework, establishing clear standards for what exceptional service looks like across the business
Assessing existing customer interactions and identifying opportunities to improve service quality, consistency and professionalism
Creating the training structure and programs required to continually improve customer experience across our FOH teams
Developing practical training materials, resources, guides and tools covering customer service and customer support
Building capability across our teams in face-to-face, phone and written communication, including manner, tone, language and service standards
Ensuring Alchemy’s brand voice, values and customer experience expectations are embedded across every customer touchpoint
Delivering and facilitating training while equipping venue leaders to reinforce those standards within their own teams
Leading the rollout of new customer-related projects and initiatives, from planning and communication through to implementation and adoption
Working closely with Operations and venue leadership to identify recurring customer pain points and develop practical solutions
Reviewing customer feedback, support enquiries and service trends to identify opportunities for continuous improvement
Creating greater consistency between venues so customers receive the same high standard of service regardless of where, when or how they interact with Alchemy
Measuring the effectiveness of customer experience initiatives and refining training, systems and standards where required
About You We’re looking for someone who brings leadership experience, customer service expertise and a willingness to remain hands-on.
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