Senior/Lead Executive - Centre for Service Excellence
Core
Lead service delivery and experience operations for a diverse stakeholder group including learners, industry partners, and the public, managing customer journeys, complaints, and quality service matters.
Role type
Senior/Lead Executive, Service Operations & Customer Experience
Builds
Optimized service solutions and customer experiences across physical and digital touchpoints
Domain
Education / Public Sector Service Management
Deliverable
dashboards & analysis
Required skills
Case management, Customer journey mapping, Process improvement, Data analysis, Stakeholder management, Strategic planning, Operational efficiency, Quality assurance, MS Office/Power BI, Training and coaching
Preferred skills
Corporate communication experience, Service design project experience, Complaint/appeals handling
Technologies
Excel, Power BI
Responsibilities
Manage day-to-day operations of customer service between physical and digital touchpoints; Conduct comprehensive case analyses for complaints and appeals; Coordinate replies with internal stakeholders; Review draft replies for senior office cases; Capture and maintain accurate records of customer interactions; Provide guidance and training to team members; Map customer journeys to identify pain points; Standardize service processes and protocols; Analyze service data to highlight bottlenecks and support decision-making.
Seniority
Senior/Lead, hands-on management
