Regional Investment Corporation – Orange NSW RIC (Regional Investment Corporation) is an Australian Government finance provider for farmers and farm-related small businesses. We provide low-cost loans to strengthen Australian agriculture and grow thriving regional communities. RIC farm loans support our customers to prepare, manage through and recover from drought, natural disasters or biosecurity risks causing severe financial disruption. We help accelerate plans for first-generation farmers and next-generation farmers.Your future at the RIC:As the Customer Experience Manager, you will develop artefacts and mechanisms to effectively disseminate customer insights that facilitate decision making, priority setting and innovation across RIC. Your focus will be working with a variety of cross functional stakeholders to act as a key advocate in the customer experience ensuring that the RIC remains customer-centric by integrating customer feedback into our processes, contribute to our ongoing process improvements and embed a customer-first mindset.What you will do:Preparing and analysing internal and external data, translating it into actionable insights that enhance customer and business efficiencies.Designing and executing a quarterly review of customer feedback, insights, reporting and providing recommendations aligned with our overall strategy.Developing and implementing customer experience strategies that are driven by customer insights, data analytics and market trends that are aligned with business objectives.Managing the Voice of the Customer program to ensure feedback and insights are used to continuously improve RIC’s products and servicesCommunicate the customer experience vision and progress to key stakeholders, ensuring alignment with broader strategic priorities and driving buy-in across theWork with internal Salesforce team to implement changes to uplift program efficiency and analytics capability via data integration, automation and AI.Be the custodian of the RIC’s user interaction with our Salesforce CRM, and key customer delivery lead for all change and project initiativesManage the day-to-day development and coaching of the frontline contact centre team and associated the processes and functionsBe the first point of contact for response, management and resolution of customer complaints, liaising with appropriate stakeholders and escalating matters, where required and in accordance with RIC processes.Other Duties as required.You’ll be proud of:WorkingforanorganisationthathelpstobuildastrongerAustraliathroughthriving regionsJoiningaworkplacethatisboldandactswithpurpose,isdowntoearth,and embraces difference and acts as one.Contributingtowardsimprovedcapabilitiesthatmeettheemergingneedsofthe businessDiscover why the RIC is a great place to work atric.gov.au/careersIs this job for you?LocatedinOrange,NSWwithflexible/remoteworkoptionsconsideredGenerousemploymentconditionssuchaspaidChristmasshutdownleave,salary sacrifice options, health & fitness reimbursement and more!High level research and analytical skills (including conceptual and problem-solving skills) and sound judgementStrong internal and external stakeholder management skills including an ability to work collaboratively at all levelsAbility to advocate for the customer experience and work cross-functionally with leadership, operations, and frontline teams to embed a customer-first mindset.How to apply:Apply by submitting a current resume/CVAttach a statement of no more than 750 words aligning your skills and experience to the job and the capabilities required to perform itApplications close Wednesday, 20 November 2024, 11pmKeen to learn more:Visit https://www.ric.gov.au/jobs to learn more about the RIC and view the position descriptionThe successful candidate will be required to undergo pre-employment screening including a National Police History Check and must have the right to work in AustraliaReach out to Olivia Brus, Human Resources Officer at***********@ric.gov.auRIC has the right to interview for this position prior to the closing date.RIC is an Equal Opportunity Employer and is committed to fostering a diverse, safe, and flexible workplace that values differences, supports inclusiveness and encourages all employees regardless of gender, cultural background, disability, sexual orientation, or caring responsibilities, to achieve their potential. You must have a Permanent Right to Work in Australia to apply for this position.Where additional candidates are found suitablefrom this round of recruitment a talent list or pool may be created forfilling any similar permanent or temporary roles that may become vacant over the next twelve months.oles that may become vacant over the next twelve months. Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad. Sign in to start saving jobs in your profile.Don’t have a Jora account? Register with:
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