Description:
DescriptionAbout the Role
As the Customer Experience Lead, you will work closely with our customers and internal teams to drive excellence in service delivery. Your primary objective will be to enhance customer success through innovative insights, solutions, and proactive engagement.
Key responsibilities
- Lead the coordination and resolution of Customer Service Requests to enhance the Customer Experience.
- Monitor and measure Customer Experience performance, implementing continuous improvement initiatives.
- Foster strong relationships with internal stakeholders, subcontractors, and clients to support a seamless service delivery.
- Support and contribute to the development of Customer Experience initiatives.
- Provide training and guidance on Customer Experience systems and processes.
- Drive a culture of Zero Harm, ensuring compliance with safety initiatives and continuous improvement efforts.
- Support the integration of Road Network Management technology solutions into the business.
What you’ll bring
- Experience in a similar role, preferably in customer service, team leadership, or compliance coordination.
- Strong interpersonal, communication, and presentation skills.
- Ability to analyse data, monitor KPIs, and implement performance improvements.
- Proficiency in Microsoft applications (Outlook, Word, Excel, PowerPoint, SharePoint, Teams).
- Experience with SharePoint or similar content management systems.
- A proactive, self-driven individual with a strong customer focus.
Downer is a company that believes people are our greatest asset. We take pride in providing career opportunities, work-life balance, and above benchmark services. We also offer a range of benefits including:
- Enjoy career development opportunities, including leadership programs like Thrive and Own Career
- Access a suite of benefits, including health & wellbeing programs, financial perks, and lifestyle discounts
- Be part of an industry-leading company committed to safety, innovation, and operational excellence
- Opportunity to develop and implement impactful Customer Experience strategies.
To apply for this great opportunity, please click on "Apply" and submit your application. We cannot accept applications via email but for more information, please contact:
Alicia Jacobson – Talent and Sourcing Business Partner
E: Alicia.Jacobson@downergroup.com
Downer Group is an employer that acknowledges and embraces the importance of our people's diverse experiences, talents, and cultures. As an inclusive employer, we welcome applications from everyone.