CXC Manager | Cushman Wakefield Multifamily

Auckland, New Zealand, Job Title CXC Manager Job Description Summary We are currently seeking a Customer Experience Centre Manager to lead the Facilities Helpdesk team. Job Description He aha te mea nui o te ao. He tangata, he tangata, he tangata What is the most important thing in the world? It is people, it is people, it is people. With a reputation for excellence in providing service and support to our customers, Cushman & Wakefield is a market leader in Facility Management and Facilities Service delivery. We have a genuine commitment to continually strengthen client relationships and raise the bar in terms of customer service and delivery outcomes. We are currently seeking a Customer Experience Centre Manager to lead the Facilities Helpdesk team. The Facilities helpdesk team is a key part of our Facilities Management services and provides an essential single point of contact for the prompt resolution of property related work requests and queries. KEY RESPONSIBILITIES INCLUDE: Provide leadership and support to the team to meet client objectives and required service levels. Train and develop the team to deliver exceptional customer outcomes. Build and maintain strong relationships with internal and external customers. Foster a culture of continuous improvement. Manage the performance review process for all direct reports Measure and analyse Key Performance Indicators (KPI’s) to ensure optimal performance is achieved. Identify, recommend and implement opportunities for continuous improvement relative to processes, procedures and overall business improvement. Manage and resolve complex or escalated contact centre service issues and / or complaints. Ensure all relevant communications, records and data are updated and recorded. BACKGROUND AND EXPERIENCE: A minimum of five years of experience in a CXC team leader role Demonstrated knowledge of technical and administrative practices, processes and technology procurement/implementation in a contact (or call centre) environment. Demonstrated knowledge and experience with process development, improvements and re-engineering. Strong leadership, management and supervisory skills in a contact [or call] centre environment. Strong interpersonal and communications skills [oral / written] with the ability to write proposals, business plans and reports. Highly developed research, analytical and problem solving skills. Demonstrated commitment to customer service with experience with analysing and reporting on key metrics. Strong PC skills with an excellent working knowledge of the MS Office suite of products especially excel and word. Cushman & Wakefield’s remuneration package includes: Free Life Insurance. Free Income replacement insurance. Discounted Medical cover with Southern Cross. Access to Marram Trust holiday / medical program. Active social club (Auckland only). Candidates must be eligible to work in New Zealand to apply. Only shortlisted candidates will be contacted. Cushman & Wakefield is committed to equity in employment and our goal is to have a diverse, inclusive, and barrier-free workplace. If you are a person with a disability and need the job posting in an alternative format or any other accessible accommodations during the hiring process, please email your request to HRServices@cushwake.com . Please refer to the job title and job location when you contact us.
Source: CXC