Job Title
CXC Manager

Job Description Summary
We are currently seeking a Customer Experience Centre Manager to lead the Facilities Helpdesk team.

Job Description

He aha te mea nui o te ao. He tāngata, he tāngata, he tāngata

What is the most important thing in the world? It is people, it is people, it is people.

With a reputation for excellence in providing service and support to our customers, Cushman & Wakefield is a market leader in Facility Management and Facilities Service delivery. We have a genuine commitment to continually strengthen client relationships and raise the bar in terms of customer service and delivery outcomes.

We are currently seeking a Customer Experience Centre Manager to lead the Facilities Helpdesk team.

The Facilities helpdesk team is a key part of our Facilities Management services and provides an essential single point of contact for the prompt resolution of property related work requests and queries.

KEY RESPONSIBILITIES INCLUDE:
• Provide... leadership and support to the team to meet client objectives and required service levels.
• Train and develop the team to deliver exceptional customer outcomes.
• Build and maintain strong relationships with internal and external customers.
• Foster a culture of continuous improvement.
• Manage the performance review process for all direct reports
• Measure and analyse Key Performance Indicators (KPI’s) to ensure optimal performance is achieved.
• Identify, recommend and implement opportunities for continuous improvement relative to processes, procedures and overall business improvement.
• Manage and resolve complex or escalated contact centre service issues and / or complaints.
• Ensure all relevant communications, records and data are updated and recorded.

BACKGROUND AND EXPERIENCE:
• A minimum of five years of experience in a CXC team leader role
• Demonstrated knowledge of technical and administrative practices, processes and technology procurement/implementation in a contact (or call centre) environment.
• Demonstrated knowledge and experience with process development, improvements and re-engineering.
• Strong leadership, management and supervisory skills in a contact [or call] centre environment.
• Strong interpersonal and communications skills [oral / written] with the ability to write proposals, business plans and reports.
• Highly developed research, analytical and problem solving skills.
• Demonstrated commitment to customer service with experience with analysing and reporting on key metrics.
• Strong PC skills with an excellent working knowledge of the MS Office suite of products especially excel and word.

Cushman & Wakefield's remuneration package includes:
• Free Life Insurance.
• Free Income replacement insurance.
• Discounted Medical cover with Southern Cross.
• Access to Marram Trust holiday / medical program.
• Active social club (Auckland only).

Candidates must be eligible to work in New Zealand to apply.

Only shortlisted candidates will be contacted.

Cushman & Wakefield is committed to equity in employment and our goal is to have a diverse, inclusive, and barrier-free workplace. If you are a person with a disability and need the job posting in an alternative format or any other accessible accommodations during the hiring process, please email your request to [email protected]. Please refer to the job title and job location when you contact us
Auckland New Zealand

Salary Criteria