Management and Leadership- Recruit, develop and coach a strong service team and effectively manage workflow to increase quality and productivity goals and identify and address performance gaps appropriately- Work with cross divisional teams to increase engagement and to build strong and aligned relationships and partnerships to improve business effectiveness and efficiencies- Ensure staff proactively facilitate the end to end resolution of customer queries, escalating complex queries promptly and appropriately and keeping customers informed as a resolution is sought- Liaise closely with key internal stakeholders to ensure appropriate information is shared on changes to products, services, events or technical requirements which enhance the ability of the team to respond to customer enquiries effectivelyInnovation and Change Management- Ensure that areas of inefficiency within the team are identified, possible solutions investigated and improvements implemented- Lead by example by being proactive, adaptable and positive in the face of change and encouraging these characteristics in team members- Working with a project team as the SME to implement new software and technologies for customer and quality process efficiencies improvementsCustomer and Program Strategy- Responsible for the growing number of students for both public and dedicated employer CASM programs - Build and maintain valuable external customer relationships including communication and need fulfilment- Manage the CASM budget, customer invoicing and customer pricing and contracts, alongside CAANZ Account Managers- Ensure the effective management and delivery of all CASM learning events for students across Australia and New Zealand- Participate in business related projects relating to face to face delivery and online learning platforms, including virtual classroom and LMS platforms- Implement and maintain customer service and operational engagement workflow standards of the highest quality

Responsible and operationally accountable for the management of the delivery of the CASM events, systems, processes and procedures, for all candidates across Australia, New Zealand and Malaysia.Engaging with key stakeholders to build relationships, manage expectations, maintain cross team collaboration and ongoing open communication.Improving our CASM processes and technology capabilities with ongoing innovations and improvements to continually improve the program to meet future needs of Provisional Members and employers.Ensure the team is aware of how their roles fit within the overall strategy of the organisation and continually update them on organisational initiatives which impact them through regular team meetings

Management and Leadership- Collaborate and communicate with internal stakeholders to understand their business and ensure these needs are being considered and addressed- Ensure that Performance and Development Annual Work Plans are developed for all Customer Service staff and formal reviews are conducted with staff against agreed goals and company valuesInnovation and Change Management- Ensure that areas of inefficiency within the Member and Customer Service team are identified, possible solutions investigated and improvements implemented- Lead by example by being proactive, adaptable and positive in the face of change and encouraging these characteristics in team members- Ensure best practice customer service models are identified and implemented within the Customer Service area leading to high quality service to all stakeholdersMembership Renewal and Acquisition Strategy- Total number of members under this position’s leadership: 11 100- Liaise with GM Marketing in relation to acquisition and renewal marketing campaigns- Ensure the CRM (iMIS) annual billing process is run, checked and the accuracy of billing information validated- Manage and implement customer service standards of the highest level- Work with the GM Marketing to actively promote member benefits and ensure all membership promotional paraphernalia supports the Institute’s image and brand

Customer Service Management- Effectively manage the Customer Service Team to ensure incoming orders and service calls are logged in a timely, quality orientated and cost effective manner.- Handle and resolve complex customer queries to ensure customer satisfaction.Account / Project Management- Engage new opportunities and build customer base. - Source, implement and administer a complete end-to-end Managed Print Service (MPS) solution for new and existing customers. Financial Management- Research and negotiate the best purchase price for equipment and consumables.- Authorise and process payroll for all staff and contactors.

- Lead the customer service and delivery scheduling team.- Manage and resolve any escalated customer queries daily and liaise with customers nationally, ensuring customer satisfaction.- Ensure that all orders (direct delivery and dealers nationally) are co-ordinated for delivery on the agreed delivery date wherever possible and in accordance with production and transport requirements.- Maintain high level of customer satisfaction by ensuring delivery and installation is maintained at >90% nationally by ensuring that customer requirements are met by the delivery crew, analyst or engineer (relates to over 500 orders per week).- Effective day to day management of equipment distribution nationally in a timely, quality orientated and cost effective manner in line with KPIs.- Maintain FXA’s customer satisfaction requirements by providing the most cost effective and timely way to co-ordinate logistically difficult deliveries.- Manage day to day operations of contracted transport provider to ensure contractual obligations are met.- Continually improve procedures by working in association with the warehouse and production teams in line with quality (ISO 9001) and environmental (ISO 14001) standards.- Project manage every aspect of planning, delivery, relocation and removal for hundreds of devices (printers, copiers, servers, computers) for major customers such as Arthur Anderson, CHOGM, SA Water, Mallesons, Rio Tinto, Department of Defence, Centerlink and Department of Housing.

- Schedule the delivery and installation of FXA products for a specific area.- Liaise with customers to confirm delivery date and specific delivery details to ensure customer satisfaction.- Advise sales team if an order due date cannot be achieved and reschedule with the customer.- Keep accurate records of occurrences that have taken place during delivery i.e. damage caused to equipment or to customer premises and escalate to Team Leader.- Daily maintenance of the system to ensure all orders, returns and relocations are actioned.