Customer Experience Supervisor

<h2>The Opportunity</h2> <p><br/> As the Customer Experience Supervisor, you will be responsible for overseeing our Consultants and ensuring the highest level of service is delivered to our Veolia Customers. Our ideal candidate has a passion for leading and developing people, and keeps Veolia’s values at the forefront of everything they do. </p> <p><br/> If you are someone with a strong background in customer service, excellent communication skills, and a proven track record in leading teams in a contact centre environment - we want to hear from you!<br/>  </p> <h2>What's on offer</h2> <p> </p> <ul> <li>Professional growth and development opportunities</li> <li>Opportunity to gain skills and knowledge across each area of the CX team</li> <li>Ability to drive successful outcomes through problem-solving activities<br/>  </li> </ul> <h2>What you'll be responsible for</h2> <p> </p> <ul> <li>Oversee a team of CX Consultants, ensuring they are providing exceptional service to customers through various communication channels</li> <li>Monitor and evaluate team performance, providing coaching and feedback to help individuals meet their productivity and service quality targets</li> <li>Drive continuous improvement in customer service by identifying and implementing process enhancements</li> <li>Foster a positive and collaborative team environment, encouraging cooperation between CX Consultants and other internal teams</li> <li>Provide training, mentoring, and development opportunities for team members, helping them to enhance their skills, advance their careers, and foster a culture of continuous learning and improvement<br/>  </li> </ul> <h2>What you'll need to be successful</h2> <p> </p> <ul> <li>Minimum of 3 years of experience in a customer service or contact centre environment, with at least 2 years in a leadership role</li> <li>Proven ability to motivate, inspire, and lead a team to meet and exceed their performance targets</li> <li>Superior verbal and written communication skills, able to effectively convey information and instructions to the team and handle escalated customer complaints professionally</li> <li>A strong commitment to providing exceptional customer service, with the ability to empathise with customers and understand their need</li> <li>Skilled in managing and resolving conflicts, ensuring a positive working environment<br/>  </li> </ul> <h2>A Veolia Career</h2> <p><br/> All of our employees are entitled to:<br/>  </p> <ul> <li>Employee share plan</li> <li>Support to pursue educational and development opportunities</li> <li>Access to endless career options and pathways, Veolia promotes from within</li> <li>Employee Assistance Program (EAP)</li> <li>Bupa health insurance discount</li> <li>Corporate Discounts</li> <li>Fitness Passport</li> <li>Volunteer Opportunities</li> <li>Salary sacrificing (i.e. super, novated leases)</li> </ul> <p><br/> We are a Circle Back Initiative Employer and commit to respond to every applicant.</p> <p><br/> Our environmental solutions help customers preserve and renew our natural resources, creating a better future for our planet. Here, you’ll have the opportunity to build your career, and a more sustainable world.</p> <p><br/> Veolia welcomes applicants from all genders, identities, and cultural backgrounds to apply.</p> <p><br/> Don't meet every single requirement? You don't need to. Veolia is building a diverse and inclusive workplace that fosters innovation. If you're interested in this role, we would love to hear from you, even if your past experiences don't perfectly align with the skills we've listed.<br/>  </p>