coordinator of customer service & debt collections.

Are you an experienced leader with a strong background in operational leadership, call center management, and debt collections or credit management? Join us as the Coordinator of Customer Service and Debt Collections and make a lasting impact on exceptional customer experiences, while ensuring regulatory compliance and operational excellence.

This is a permanent, full-time position based in Ballarat. The role is fully onsite, with no flexibility to work from home.

Key Responsibilities:

• Provide leadership and support to the Customer Experience & Credit Management teams, ensuring high performance and a positive work environment.
• Collaborate with the Manager, Customer Services to manage the reduction of aged debt and support vulnerable customers in line with industry standards and regulations.
• Coordinate and prioritize the work of Customer Assistance, Credit Management, and Customer Experience Officers.
• Review, develop, and implement customer service policies, procedures, and best practices.
• Deliver training and continuous coaching to both new and existing team members, with an emphasis on customer escalation procedures, incident management, and domestic violence impacted customers.
• Ensure the delivery of timely, caring, and consistent responses to customer inquiries while maintaining high standards of service.
• Drive the achievement of strategic Customer Experience targets.
• Identify and implement opportunities for continuous improvement across teams, systems, and processes.
• Oversee first-point-of-contact customer service, including telecommunications and visitor coordination.
• Cultivate strong relationships with internal and external stakeholders to address and resolve customer concerns.
• Work closely with the Manager, Customer Services to align team operations with strategic goals.
• Enhance 24/7 customer experience and manage customer service challenges effectively.

Qualifications and Experience:

• Significant experience in effectively leading large, multi-disciplinary teams.
• Tertiary qualifications in Business or a related discipline and/or extensive experience in customer service or credit management.
• Experience in Call Quality Assurance programs using frameworks that enhance customer experience.
• Ability to interpret and manage data metrics for reporting, measurement, and analysis.
• High-level report preparation skills.
• Proficient in Microsoft Office and other relevant software applications.

Key Selection Criteria:

• Extensive experience managing large and diverse customer service & Credit Management teams.
• A demonstrated passion for exceeding customer expectations and delivering exceptional service.
• Commitment to delivering an outstanding customer experience.
• Ability to build collaborative and trusting relationships with both external customers and internal teams.
• A strong understanding of industry legislation and regulatory processes.
• Relevant experience in customer service and credit management.
• Strong interpersonal and communication skills, with the ability to engage varied audiences professionally (written and verbal).
• Proven ability to lead teams to deliver exceptional customer service and meet business goals.
• Relevant experience in leading and engaging contact center teams to achieve superior customer outcomes.

What will you get?

• Competitive salary range of $120,000 – $130,000 plus superannuation.
• A chance to lead a talented team and make a significant impact on customer service outcomes.
• Contribute to shaping the future of customer experience within the organization.

If you are an experienced leader ready to make a meaningful impact in a customer-centric role, we’d love to hear from you!

How to Apply:
Submit your resume and cover letter, addressing your suitability for the role or reach out for more details to Rashi.Joshi@randstad.com.au

Join us and help drive exceptional customer experiences while shaping the future of service delivery!