Senior Customer Support Manager

Runs on the board: Significant experience in a customer service and/or operational environment that is fast-paced, complex and change-intensive, ideally with leadership of multiple teams or leaders.

Proven people leader who can capture the hearts and minds of their team, connect them to our purpose and strategy, and inspire high performance, growth and accountability.

Demonstrated success in creative problem solving to deliver better customer and employee experiences, especially where issues are complex, cross-functional or ambiguous.

Experience leading continuous and sustainable process improvement in an operational environment, using structure approaches (e.g. Lean, data-led experimentation) to drive customer value.

Comfortable with operational metrics and analytics, with a track record of improving productivity, efficiency, quality and customer outcomes to meet or exceed performance targets.

Strong knowledge of forecasting and capacity planning, including partnering with Workforce Planning or similar teams to design and execute effective staffing plans.

Experienced stakeholder manager, able to build trusted relationships across the business, influence decisions, and work collaboratively to reduce customer and employee pain points.

Resilient and adaptable leader who thrives in change, can navigate ambiguity, and role-models REA values and behaviours, including ‘own it’, collaboration and continuous learning.

The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow.

Some of our Perks & Benefits (https://www.rea-group.com/about-us/news-and-insights/blog/how-we-help-our-people/) include:

A hybrid and flexible approach to working

Flexible leave options including, birthday leave and purchase additional leave

Flexible parental leave offering for primary and secondary carers

Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity

Hackdays so you can bring your big ideas to life

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch.

Keen to be part of REA but didn't find a perfect match with this opportunity? Perhaps the timing isn't right? You should join our Talent Neighbourhood! (https://rea.to/careers-talentneighbourhood)

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Req ID R0015375