Customer Service Manager
Job Summary
Personalised Plates Queensland (PPQ) in partnership with the Queensland Department of Transport and Main Roads markets and sells personalised number plates across the state. More than just ID these plates are a canvas for creativity allowing Queenslanders to express their individuality.
PPQs enthusiastic team aims to make Queensland world-famous for its unique and imaginative number plates.
Customer Service Manager
Were looking for apassionate Customer Service Manager to lead our customer service function within PPQ supporting our partnership with the Department of Transport & Main Roads (TMR).
Youllplay a key part in shaping customer experience influencing product improvements and driving operational excellence across a high-performing team.
About the Role
As Customer Service Manager youll oversee day-to-day operations while leading a team of customer serviceconsultants. Youll be responsible for delivering exceptional service outcomes driving performance against KPIs and acting as the escalation point forcomplex customer matters.
Youll also partner with stakeholders across the business to bring the voice of the customer into decision making helping to improve processes products and customer outcomes.
What Youll Be Doing
Lead service delivery across phone email live chat and ticketing channels
Manage escalations and resolve complex or high-risk customer issues
Ensure service and sales KPIs are consistently met including response times and satisfaction targets
Optimise workflows and identify opportunities to improve efficiency and customer outcomes
Manage coach and developa team of customer service consultants
Identify trends risks and opportunities to enhance customer experience
Contribute to product development by elevating customer insights
Ensure adherence to regulatory compliance and internal policies
Provide reporting and insights on performance and operational metrics.
About you
Proven experience leading a Customer Service or Contact Centre team
Background in sales-driven service environments or highly regulated industries
Strong leadership skills with the ability to coach influence and motivate
Experience managing KPIs workforce planning and operational performance
Excellent communication skills with the ability to handle complex customer issues
A continuous improvement mindset with strong problem-solving capability
Experience with customer service platforms (e.g. cloud-based systems likeipSCAPE)
#LI-SM1
Publicis Groupe benefits: Be a part of the Publicis Groupe family recent winner of the Employer of Choice Awards and one of the worlds most progressive and dynamic modern communications businesses. You can learn more about us at .
Enjoy all the perks that come with our network offering:
- A comprehensive Wholeself program supporting physical mindful and financial wellbeing.
- A creative lively and rewarding office environment where people love working with each other supported by our Publicis Liberté flexibility approach working your way with us.
- Access to our Global AI Platform Marcel connecting Publicis Groupe employees with opportunities for career mobility and collaboration across our global network.
- Extensive Learning & Development opportunities including more than 15000 learning programs via our online learning platform Marcel Classes.
- A culture of open feedback and support to reach your goals through our Career Conversations program.
- A committed Diversity Equality and Inclusion strategy driven through our Viva Women Égalité enABLE EmbRACE and Écologique committees.
- Leave benefits including Birthday Leave Flexible Public Holidays and an additional 5 days of leave after 2 years of service.
- Work Your World program enabling employees the flexibility to work from anywhere in the world for up to 6 weeks per year.
- Parental leave policy with up to 18 weeks based on tenure paid primary carer leave secondary carer swap and Cub Care leave.
- Access to counsellors psychologists and professionals through Sonder an all-in-one digital wellbeing technology platform designed to support psychological medical & safety needs.
- A workplace that stands together to provide a more open supportive and recovery-forward culture for all employees with life-threatening illnesses. Read more about our Working With Cancer Pledge: partners of Diversity Council Australia Pride in Diversity Family Friendly Workplaces Supply Nation and the Australian Disability Network.
If you dont tick every box in this ad please dont rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who share our values of inclusion collaboration adaptability fearlessness and integrity rather than ticking boxes so if this role resonates with you please apply.
Diversity. Inclusion. Equity. More than just words; these are part of our DNA. At Publicis Groupe we are committed to the inclusion and recognition of all people regardless of race age culture ability ethnicity gender identity or expression sexual orientation marital status and religious affiliation. We believe that to deliver the best solutions to our clients our people need to reflect the diverse communities in which our clients operate. We value diversity and the skills knowledge and experience that difference brings to our culture and solutions.
Uniqueness is powerful; without it we wouldnt be where we are today. So be you we like it that way.
We are committed to providing reasonable adjustments for people with disability or those that require additional support throughout the application process. If you need any assistance or adjustments please contact us via ; your personal information will be kept confidential.
Required Experience:
Manager
About Company
Publicis Media is one of the four solutions hubs of Publicis Groupe ([Euronext Paris FR0000130577, CAC 40], alongside Publicis Communications, Publicis.Sapient and Publicis Healthcare. Led by Steve King, CEO, Publicis Media is powered by its five global brands, Starcom, Zenith, Spark ... View more