Job type: Full Time

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Company description:
Ventia Pty Ltd.
Job description: About Ventia
Ventia is a leading infrastructure services company, operating across Australia and New Zealand. Our clients are the owners and operators of assets that are critical to our local communities. We pride ourselves on working smart, safely and sustainably, harnessing the latest technologies and brightest minds. With a diverse and proud heritage, we have a track record of delivering essential services to the communities in which we operate.
The Role
We are seeking an experienced Customer Excellence Coordinator to assist the Defence Base Services (DBS) Contract in developing a strong customer centric focus in all aspects of the business. Developing customer centric tools and training the business in developing a ‘Celebrity Service’ mindset that keeps the customer front of mind in all projects and processes. This position will preferably see you based in Melbourne in a Permanent fulltime position, but can also be based in Adelaide, Perth or Darwin
A great attitude and customer centric mind set will take you far in this role. If you fee comfortable talking to people of all levels in the business and are passionate about driving customer focussed processes, your innovative ideas on how to continuously improve our services for the customer will be a great asset.
The role includes, but is not limited to:
* Manage the workflow for customer feedback nationally, ensuring timely responses to any complaints
* Develop improved surveys and mechanisms that effectively identify customer sentiment, and report on forecast demands or customer pain points.
* Collate and submit monthly reports on customer feedback performance and remedial actions
* Develop tools to assist the business in understanding customer needs such as customer personas and customer journey maps.
* Ensure customer issues raised through customer systems (PERMT & Issues Register) are addressed in a timely manner.
* Foster and maintain positive working relationships with internal and external stakeholders including client, customers, senior management, operational employees, subcontractors and vendors
* Attend management meetings where required.
* Support the National Service Delivery Manager to ensure overall contract delivery.

Skills and Experience
* Drive a culture of delivering customer and shareholder value.
* Carry out all work activities upholding the Company values.
* Actively participate in the Performance and Development Review process.
* Positively contribute to a diverse, inclusive, and fair work environment, free from discrimination, bullying and harassment.
* Carry out all duties in line with Company policies and procedures as amended from time to time
* Commitment to continuously update necessary skills and knowledge as required for this role.

Selection Criteria
* Provide an example of how you have identified the opportunity to add value to a customer through business process improvements, the action taken, and results accomplished.
* Outline a time when you were able to successfully influence a situation to provide a positive experience for a customer in what would otherwise have been adversarial. What communication skills did you
* Explain why you are passionate about customer service and the achievement in this area that you are most proud of.

Must be eligible to hold a Defence Security Clearance up to the level of Negative Vetting Level 1. As a result of this requirement the incumbent must be an Australian Citizen.
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Diversity
We acknowledge the importance of our people’s diverse experiences, talents and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.
Aboriginal and Torres Strait Islander people are encouraged to apply for this vacancy.
How to apply
visit the Careers section of our website or Click “APPLY” to forward your application CV, a response to the selection criteria of no more than a page, copies of your qualifications and proof of Citizenship.
Position Reference Number: 116022
To apply: https://broadspectrum-australia-pty-ltd.contactrh.com/jobs/12217/36293554

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