Critical Services Manager

Posted 08 April 2024
Salary$110,000 base plus super
LocationMacquarie Park
Job type Permanent
DisciplineBusiness SupportSupply Chain & Logistics

Job description

  • A leading Healthcare logistics provider located in Macquarie Park.
  • This is a growth opportunity for a true people leader, someone who can strike the balance between nurturing a strong culture and driving commercial outcomes.
  • On-site work arrangements | Great office culture
Our client:

Smartways is a rapidly growing force in healthcare logistics dedicated to delivering medical items to healthcare facilities across Australia and New Zealand. Their mission is to lift patient outcomes and save lives in all healthcare industries including medical devices, life science, pharmaceuticals, and clinical trials.

Our client prides itself on delivering a premium and niche service with the utmost professionalism, precision and with a genuine care for achieving the agreed outcomes. This approach has resulted in significant business growth with the business tripling in size over the past two years.

A truly phenomenal time to join this business particularly if you are ambitious, values-driven, compassionate, and hard-working.
The role:

Ensuring life-saving and critical patient outcomes is paramount to the Smartways Team and critical to this, is the appointment of an astute, dynamic, experienced Critical Services Manager to lead the Critical Services Team.

The CST is a team of 10 staff and described as a high performing team that operate in a highly pressurised, time critical environment; balancing a complex skill-set of rapid response, complex coordination skills and ability to think on feet whilst ensuring a positive and supportive customer experience.   

The team navigate between 40-70 calls per day with a ratio of 3 outbound calls: 1 inbound call.

The CSM has the support of leadership to develop and empower the team through the provision of ongoing, targeted training and regular quality feedback sessions.
Role Responsibilities:

Reporting to the Customer Experience Manager, the core responsibilities are as follows:
  • Improve customer service experience, create engaged customers, and facilitate organic growth.
  • Take ownership of customers issues and follow problems through to resolution.
  • Manage critical services, treating drivers like “customers”, resolve their issues and take charge of any off-road admin to improve the overall customer experience.
  • Recruit, mentor and develop customer services executives and nurture an environment where they can excel through encouragement and empowerment.
  • Training, coaching and mentoring critical services team leaders to drive effective communication, business outcomes, engagement, and high performance within the teams.
  • Ensuring the team leaders have clear role responsibilities and accountabilities that assist in the delivery of the overall department’s metrics and KPI’s and maintain consistency in processes and procedures.
  • Lead, coach, and develop the critical services team by setting clear performance goals and providing ongoing feedback and guidance.
  • Define and enforce service standards and procedures to enhance the customer experience with critical services.
  • Continuous assessment of Critical Services, identify areas for improvement, and implement streamlined and efficient workflows to enhance productivity and service quality.
  • Collaborate with cross functional teams including critical services, IT, Commercial and Operations teams to ensure alignment and a seamless customer journey.
  • Handle escalated customer issues, engaging with customers directly to resolve complex or sensitive matters promptly and efficiently.
  • Prepare regular reports on team performance, customer satisfaction, operational metrics.
  • Review the systems and reporting on a regular basis and update accurately to ensure business requirements are met.
  • Implement improved processes and CRM services to drive improved outcomes based on data.
  • Mitigate customer risk through sound customer service offerings and strong relationships.
  • Control resources and utilise assets to achieve qualitative and quantitative targets.
  • Keep ahead of industry’s developments and apply best practices to areas of improvement.
The successful candidate:
The ideal candidate would come from a similar critical logistics services business; however, the client is open to exploring candidates that meet the following criteria:
  • Proven experience in managing customer service operations for a period of at least 3-4 years, preferably in a fast-paced environment.
  • Demonstrated experience working in logistics (ideal)
  • Strong leadership and team management skills with the ability to motivate and inspire a team. Core to this is having a demonstrable track record in having difficult conversations re performance and working collaboratively to achieve realistic and measurable goals.
  • Excellent problem-solving and decision-making abilities, with a focus on delivering results.
  • Exceptional interpersonal and communication skills to build relationships with internal teams, stakeholders and customers.
  • Analytical mindset with the ability to interpret data, identify trends, and make data-driven recommendations.
  • Knowledge of customer service best practices and industry trends.
  • Strong organisational and time management skills to prioritise multiple tasks and meet deadlines.
The interview process: 2–3-week process in total
  • 1st round interview with GM HR and Customer Experience Manager
  • 2nd stage with CEO
  • 3rd stage psychometric testing and referencing
The Offer:
  • Between $110-120k base plus super – dependent on skill-set and experience
  • A true growth opportunity
  • An organisational culture that is supportive, encouraging, and empowering