About the role
As the Service Delivery Manager, you will lead and empower a small, dedicated team to deliver a consistent "wow" experience to our customers, both corporate and consumer, ensuring our continued growth and success.
If you are interested in working in a dynamic environment with exposure to companies and organisations from around Australia, this role is the perfect opportunity for you. You will be working with some great people and will be supported by a management team, both locally and nationally, that has extensive industry experience.
You will be responsible for leading a team of Removal Coordinators who handle domestic and international relocations that include a variety of services, providing support to the team in sales, client relationships and service delivery. In addition to the team leadership responsibility, you will also directly manage some client files while providing leave cover for your team members.
The key responsibilities for this position are to:
* Supervise, lead and develop the team
* Ensure delivery of individual and team KPIs
* Oversee customer feedback ensuring appropriate and timely responses
* Analyse customer service data to ensure exceptional customer service levels are maintained
* Identify and deliver training needs including cross skilling for team efficiency and consistent service delivery
* Identify areas of growth and opportunity as a result of customer contact internally and externally
* Support and encourage a culture of continuous improvement within the team
About You
* Experience as a supervisor, team leader or manager in a team environment
* A commitment and passion to deliver outstanding customer service
* A proven ability to create, maintain and develop client relationships
* Detail orientated with the ability to multi-task in a face paced environment
* Analytical skills to interpret sales and delivery performance
* Strong communication and customer service skills
* A track record managing multiple deadlines and responding promptly and accurately to customer emails and phone enquiries
* Ability to collaborate with stakeholders to resolve issues
* Excellent organisation and administration skills
* Computer literate in Word, Excel
What’s in it for you?
* A competitive salary with a generous bonus scheme that rewards for great work
* Flexible working arrangements – opportunity to Work from Home and on site or be incentivised to work on site only.
* The opportunity of career advancement through mentoring and our learning and development program
* The opportunity to work with a great team in a dynamic fast paced environment
* A fantastic employee reward and recognition program, as well as market leading employee benefits program, access to our confidential EAP wellness program, Perkbox, discount financial products, novated lease salary sacrifice and much mor
* Company paid training and personal development opportunities.
To know more about the exciting employee benefits at Grace, click on the link: https://www.grace.com.au/careers
About Grace Group
Grace is Australia's leading services company, committed to excellence and passionate about our people. With over a century of experience, we've established a reputation for delivering outstanding service in relocation, removals, and information management. We view our employees as our greatest asset and attribute our success to their dedication and talent. This is why we invest significantly in their development, offering comprehensive training, career advancement opportunities, and a diverse and inclusive work environment. Grace provides a stimulating and rewarding environment where employees can reach their full potential. We support their growth with practical training, formal education, and chances for internal movement and promotions. Our dedication to inclusivity means we strive to create a workplace where everyone, regardless of their background, feels valued and included.
If you feel this is your new role, please apply now.
Our Commitment to Diversity and Inclusion
At Grace we believe in inclusion, we welcome diversity and we are committed to equality. As a company we strive constantly to meet the needs of the corporations and customers we serve. We believe that by embracing a culture of inclusion we become a better place to work and a better company and service partner. We are particularly proud of our Indigenous Participation Plan and welcome applications for employment by people of Aboriginal and Torres Strait Islander descent. We are on a journey, we learn daily, always look to improve and will remain committed to building the best workplace culture we can, so regardless of ethnicity, gender, sexual orientation or disability we encourage you to apply and join us on that journey.
No agencies please. If we feel the need to use an agency, we will be in touch with one.