Jan Hanson Email & Phone Number

This position plays a key role in assisting the Head of Contact Centre to deliver on the people strategy for the Contact Centre. With a focus on Customer Advocacy, this role is responsible for identifying learning and development opportunities in the Contact Centre and working with internal and external stakeholders to deliver appropriate solutions. Integral to delivering these strategies has been the creation of a culture of quality assurance designed to sustain the premium reputation of our brand. This is an ongoing journey based on a framework of multi-dimensional quality programs, flexible training programs and driving high-quality recruitment.As a means of driving continuous learning and improvement to our customer's experience, my team analyse and prioritise customer feedback to provide: • Effective communication back to customers to remedy any issues, listen and learn • Specific feedback and coaching to consultants • Opportunities to review service processes

Melbourne, Australia

Reporting to the GM of the Contact Centre for Medibank, the Member Advocacy Coaching Manager is responsible and accountable for the recruitment, performance and outcomes for all new member-facing staff joining the contact centre during the first 6 months of their employment and assists the Contact Centre GM to deliver on the people strategy for the Contact Centres..With a focus on Customer Advocacy and improving Member experiences, the Member Advocacy Coaching Manager is responsible for identifying learning and development opportunities in the Contact Centre and work with internal and external stakeholders to deliver appropriate programs.The Member Advocacy Coaching Manager is responsible for the identification, coordination and delivery schedule for all operational training required in the Contact Centre.

Melbourne

The responsibilities of this role broadly covered the daily running and management of a busy inbound Call Centre, the fulfilment of customer initiated advertising changes and the management of executive and high level customer complaints.The position included the setting and management of call centre and staff performance metrics and identifying and implementing strategic and tactical improvements in operations with a personal challenge of championing and delivering Customer Advocacy and NPS into our Customer Care business unit. An additional responsibility was introduced to the role when a strategic business decision was made to move the call centre and fulfilment elements of the role to an offshore industry partner. The role became accountable for managing the successful transition and subsequent closure of these operational functions whilst maintaining productivity of staff prior to the closure and mitigating any impacts to customers throughout the change.

Melbourne, Australia

Reporting to the Group Manager and working with the Operational Management Team and various business stakeholders, this role developed, planned and implemented medium to long term strategic initiatives for the Customer Care business group. As well, the role provided ongoing support, engagement and process improvement, focussing on the Customer Experience and the development and execution of an effective communication strategy.

Melbourne, Australia

Working with multiple senior operational, technical, product and marketing stakeholders, this role owned the development of process and change strategies whilst delivering on improved productivity and cost reduction. This role managed the delivery of Change and Communication strategies of a major technical transformation program of work.