Supervisor, Customer Experience in Thornleigh, Australia

Job Description:

Company Description

McDonald’s Australia Limited is the largest quick service restaurant operation in the country. Fondly known as “Macca’s”, we are a household name in Australia for over 50 years, we believe that our customers are the heart and soul of everything we do and make it our mission to make every moment count! As an employer of choice winner, working with us means taking pride and having fun along the way, while growing and developing your career in a dynamic and supportive environment. Not only do we offer flexible working arrangements and an attractive staff discount; but we provide an opportunity to work alongside other passionate and talented people every single day.

Department Overview

This is the first-line supervisor-level classification in the Customer Service Division for the Financial and Administrative Department. The Customer Service Supervisor provides direction to the Customer Service Division by assigning, directing, and reviewing the work of staff. Supervisory duties include training, writing, conducting performance appraisals, and assisting in department budget preparation. Incumbents provide coaching and guidance to representatives. Duties also include resolving escalated customer complaints and disputes and handling difficult customer delinquency and billing issues.

Duties

• Provides day-to-day leadership to ensure a high-performance, customer service-oriented work environment that supports achieving the Department’s and the District’s mission, objectives, and values.

• Prioritize, assign, evaluate, and supervise the work of all Customer Service Representatives.

• Provides coaching and guidance for performance improvement and development; directs and oversees the training of new representatives.

• Plans and implements work programs and customer service activities: Modifies departmental procedures and processes; creates quality assurance tools to ensure completion, quality, and timeliness.

• Write and conduct formal performance appraisals: participates in various personnel actions, including hiring, counseling, training, promotion, discipline, and termination.

• Interacts effectively and diplomatically in all areas of employee relations, always projecting a professional image in keeping with the District’s goals and objectives while exercising the highest degree of confidentiality.

• Maintains the daily schedule to ensure complete coverage for our customer base.

• Assumes complex and specialized customer relation situations involving upset and dissatisfied customers and requiring sensitivity and sound judgment; takes action to resolve complaints where appropriate, including waiving of delinquency charges and security deposits and agreement on long-term payment plans; receives and responds to correspondence and telephone calls, providing information and handling issues, request, and complaints.

• Maintains and directs the daily activities such as billing, final billing and work orders, returned items, phones, counter, reception, and any departmental duties.

• Oversees and performs maintenance on the records of past due accounts; reviews delinquent bill reminders and past-due notices; sets the dates for service shut-off for non-payment; supervises the process of returned items.

• Attends and participates in professional group meetings; stays abreast of new trends and innovations in utility billing and customer service; directs and participates in incorporating new developments into program areas, as appropriate.

• Assists and participates in developing and administrating the Customer Service annual budget.

• Reads understands, and ensures compliance with the CVWD’s Safety Manual; attends safety meetings, as required; reports all accidents, violations, or infractions to supervisor.

• District employees are expected to work overtime, weekends, evenings, and holidays as required to accommodate the District’s needs, in addition to responding as a Disaster Emergency Service Worker.

• Regular attendance at the work site.

Qualifications

• Five (5) years of increasingly responsible administrative experience involving customer service, billing, and/or collection experience, with at least two (2) years in a lead or supervisory position.

• Experience in a government or public utility setting is desirable.

• Equivalent to an Associate degree in Business Administration, Public Administration, or a related field.

• Possession of, or ability to obtain within one (1) year of appointment, a valid D1.

• Bachelor’s degree in Business Administration, Public

Administration, or a related field.

Additional Information

The Macca’s Difference

Birthday & Volunteer leave

• A fun and vibrant culture packed with a lot of local events in each state

• Access to hundreds of retail discounts including discounted Macca’s

• Highly flexible work environment

• Wellbeing initiatives including a 24/7 wellbeing partner for you and your immediate family

• Ongoing professional development opportunities in line with your career goals and passion

As an equal opportunity employer, we strongly encourage applications from people of all backgrounds, ethnicities, cultures, and experiences. We strive to make every moment through the recruitment process a feel-good moment for everyone. Let us know if we can provide any reasonable accommodations to enable you to participate in the job application and interview process, if you’d like to note your pronouns or have suggestions for how we can improve in this space.

Requsition ID: 565