Service Sales Lead, Aruma

Aruma

Location:
Australia, Warabrook

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

We're looking for an experienced Service Sales Team Lead to join our team! This pivotal role within our National Contact Centre will be instrumental in upholding and enhancing Aruma’s reputation as a human-rights focused organisation that consistently exceeds customer expectations. You will support the National Business Development Manager by refining customer service processes and managing complaints to ensure they are handled fairly, efficiently, and respectfully. As the first point of contact for general customer inquiries, you will deliver high standards of service to both new and existing customers. Additionally, you will monitor and report on contact centre performance, document service standards, and identify areas for improvement. Strong communication, organisational skills, and a background in customer service and process management are essential. If you are passionate about providing exceptional customer support and improving service processes, we encourage you to express your interest in this role.

Job Responsibility:

Assist the National Business Development Manager to maintain the development, achievement and continuous improvement of the team objectives and plans
Identify improvement opportunities and offer possible solutions
Ensure reports, projects, presentations, and other administrative work are completed as required
Constructively and cooperatively participate and contribute to the team environment
Be a champion of the company’s Complaints and Feedback Policies and Procedures
Dealing with complaints over the phone and in writing
Assessing complaints received with a view to determine the appropriate department responsible for responding to complainant
Providing, both verbally and written, clear and accurate advice to all complainants, internal and external stakeholders
Ensure any feedback or complaint received is documented and referred to the business within a timely manner
Oversee all complaints entered into the company’s system and ensure they are managed up to resolution
Contribute to quality control mechanisms to improve the customer service delivery, feedback, and complaints resolutions
Perform quality checks to ensure the agreed resolution continues to meet the customer’s needs
Assist with the development, maintenance and improvement of robust policies and procedures for the customer service and complaint management process, when required
Communicate effectively with people from a wide range of backgrounds
Communicate professionally and respectfully when handling any customer feedback, complaint, or enquiry
Provide current and prospective customers with organisational and NDIS information on services offered, regional operations, other ARUMA products and business streams

Requirements:

Demonstrated experience (3+ years in a business and/or customer service leadership role)
Experience within a contact centre environment is preferred yet not essential
Previous customer resolution, complaint management and/or customer service experience
Experience working in a customer facing, and values driven organisation
Experience in driving positive cultural reform and building workforce capability
Engaging personality, well developed presentation, written, verbal and listening skills, including an excellent telephone manner
Commitment to the customer service ethic, always putting the needs of the customer first
Able to adapt communication style to specific needs of individuals and groups
Self-motivated, accountable and customer focused
Demonstrate confidence, empathy, and sound business judgement in interactions and in the provision of advice
Great organisational skills and good computer literacy and capability in using systems and technology
An understanding of the importance of maintaining the confidentiality of the company, employees, customers, and their families
Hold current or willingness to obtain relevant regulatory requirements (as per role and/or State)

Nice to have:

Experience within the Disability Services Industry and an ability to relate to people from all walks of life
Knowledge of NDIS funding model and processes

What we offer:

Salary Packaging: Access to NFP salary packaging up to $15,900 for living expenses and additional $2,650 for meal and entertainment expenses each year tax free
Fitness Passport: Access to subsidised Gym membership
Employee Assistance Program: Free confidential service including Money Assist, Legal Assist, Family Assist and Nutrition/Lifestyle Assist
Discounted Health Insurance: Access to a range of discounted health and wellness services through Bupa
Recognition & Rewards: Recognition for your hard work through BRAVE Reviews and our annual BRAVE Awards night
Job Satisfaction: Through making a real difference in peoples’ lives within a values-driven organisation

Additional Information:

Job Posted:
April 24, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Service Sales Lead