Job Information
News Corp Australia Head of Service and Care in SA, Australia
What’s the role?
As the Head of Service and Care at NewsCorp Australia, you will be responsible for overseeing and managing the customer service and care operations to ensure exceptional customer experiences.
Reporting into the General Manager, this is a key position where you will lead a team of customer service and care representatives, develop, and implement strategies to improve customer satisfaction, and collaborate with cross-functional teams to drive operational efficiency whilst identifying and implementing strategies to reduce customer failure/friction and drive customer value.
This role requires strong leadership skills, excellent communication abilities, and a passion for delivering outstanding customer experience outcomes.
Key Responsibilities
Service management: ensuring service recovery is achieved and customer appropriately managed through recovery process
Policies and Procedures: developing and implement customer management policies and procedures to drive customer outcomes and in line with News Corp Australia
Customer Service Innovation: Proactively identifying opportunities for innovation and improvement in customer management processes and systems.
Performance management: monitoring: monitoring and managing the performance of the customer management team, tracking key performance indicators (KPIs) and across various initiatives/campaigns
Operations management: plan, lead, organise and control strategic and tactical work tasks to deliver against NCS and NCA metrics and standards
Training and development: provide training and professional development opportunities to staff to enhance their skills and knowledge whilst building on their personal development plans to progress in NCS
Resource management: optimize resource allocation to achieve customer and financial outcomes, including staffing, budgets, partnership contracts and technology, to meet dept objectives
Who are you?
Bachelor's degree preferable
Proven experience (5+ years) in customer management, preferably in a large and complex environment.
Strong leadership skills with the ability to motivate and inspire teams to achieve goals and deliver exceptional customer outcomes.
Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
Demonstrated ability to develop and implement customer service strategies, policies, and procedures to drive customer satisfaction and loyalty.
Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions to improve operational efficiency and reduce customer failure/friction/effort.
Proficiency in using customer management systems and technologies.
Exceptional problem-solving and conflict resolution skills, with the ability to handle escalated customer inquiries or complaints effectively.
Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
A customer-centric mindset with a passion for delivering outstanding customer experiences.
Knowledge of relevant software and technology (Salesforce, Genesys, PowerBI desirable)
News Benefits
News Benefits is our way of saying thank you to our people for their valued contribution to News, our audiences, clients and communities. Thanking them for the great things they do daily, for the greater good of Australia. Our benefits include:
Exclusively ours - Access to publications and products from across the News Corp family
Health & wellbeing - Advice, support and facilities for healthy minds and bodies (including an onsite gym at our Adelaide, Brisbane & Sydney offices)
Time off - News offers a range of leave options to support your personal needs and moments that matter in life: Parental leave, Birthday leave, Volunteer leave, Career break and Compassionate leave.
Helping you grow - Development opportunities (including diversity and inclusion - focused education series) and recognition
Financial wellbeing - Support on making the most of your money
Perks & discounts - Exclusive offers across a range of products and services
Giving back - Make a difference to our communities.
Workplace Inclusion and facilities – Engage with your passions through various employee-resource groups and accessibility to multi-faith quiet rooms & parents’ rooms
Who are we?
We are proud to be Australia’s most impactful media group, we’re even prouder of what we stand for. Together, we inform, advocate and inspire all Australians, for a better Australia.
With over 150 brands across news, sport and lifestyle, News Corp Australia is trusted by over 18 million Australians a month to provide the information and inspiration they seek.
Renowned for world-class journalism and marketing services nationally and internationally, we offer a fast-paced environment that encourages individuals to take control of their future and challenge themselves in ever-changing fields.
What’s next?
Apply now or for more information on careers at News Corp Australia visit www.newscorpaustralia.com/careers
Our Commitment to Diversity, Equity and Inclusion We know that diversity strengthens our teams and newsrooms as we seek to tell stories that represent the diverse communities of Australia that we serve. Our people make us unique and we all have a story. We encourage people of all ages, backgrounds, races, cultures, religions, sexual orientations, abilities and gender identities to apply. Inclusion is important to us and we want everyone at News to bring their whole-selves to work. If you require any accommodations or adjustments throughout the recruitment process, or would like to outline which pronouns you prefer, please feel free to let us know.
If you require any accommodations or adjustments throughout the recruitment process, please feel free to let us know. For more information regarding Diversity, Equity and Inclusion at NewsCorp Australia please visit www.newscorpaustralia.com/careers under the DEI section.
Category:
Business Services Group
We are proud to be Australia’s most impactful media group, we’re even prouder of what we stand for: Together, we inform, advocate and inspire all Australians, for a better Australia.
With over 150 brands across news, sport and lifestyle, backed by a team of more than 5,000 dedicated people across the country, News Corp Australia is trusted by over 17 million Australians a month to provide the information and inspiration they seek across multiple digital, video, audio and print platforms.
Renowned for world-class journalism and marketing services nationally and internationally, we are passionate, creative and dynamic. We offer a fast-paced environment that encourages individuals to take control of their future and challenge themselves in ever-changing fields.