Customer Experience Team Leader

About the Role
Ventia is seeking an experienced Customer Experience Team Leader to join our Ventia Operations Centre (VOC). This role is critical in leading a team that manages inbound customer contact and triages service requests across multiple contracts, ensuring exceptional service delivery and consistent quality management.

This is a permanent full-time position, Monday to Friday, based in our Cremorne, Victoria offices.

What You’ll Be Doing:

• Oversee the team’s performance in managing inbound customer contact and service request triage, ensuring quality standards are consistently met across all contracts.
• Implement and maintain robust quality management processes, including regular evaluations of customer interactions and service requests to identify areas for improvement.
• Lead and mentor the Customer Experience Team, fostering a positive and engaged team culture.
• Act as the first point of contact for VOC and customer escalations, ensuring timely and effective resolutions.
• Conduct performance and development reviews for direct reports using SuccessFactors or similar platforms.
• Collaborate with clients by managing day-to-day interactions and ad hoc requests to maintain strong, positive relationships.
• Monitor and report on key performance indicators (KPIs) to ensure contract-specific SLAs are consistently met or exceeded.
• Drive adherence to team schedules and real-time monitoring to optimize productivity and service delivery.

About You:
You are an experienced leader with a strong focus on customer experience, quality management, and service delivery. Ideally, you bring:

• Proven leadership skills with a demonstrated ability to manage people performance, quality, and team engagement.
• Stakeholder engagement and communication skills.
• Experience in quality management, including conducting evaluations, providing feedback, and improving processes.
• Proficiency in the MS Office suite and experience with reporting and performance management tools such as SuccessFactors (or similar).
• Experience using Genesys (preferred but not essential).

If you are passionate about leading teams, delivering exceptional customer experiences, and driving continuous improvement, we’d love to hear from you!

Diversity
Ventia is enriched by the diverse experiences, talents and cultures that our people bring to the organisation, while celebrating and respecting the communities we operate in. We are committed to providing a safe and positive environment that provides equal opportunities for individuals of all backgrounds, including Aboriginal and Torres Strait Islander people, Māori and Pasifika people, LGTBQI+, Women, Veterans and spouses and people with disabilities.

What We Offer You
Not only do we offer a competitive salary and career growth, we have also partnered with some reputable organisations to be able to offer discounts on Health Insurance, Banking (new home loans, credit cards, everyday bank accounts), flights & accommodation, car hire, car leasing and much more.
 

How to apply

Select "Apply Now" to submit your application.
 

Position Reference Number: 164043