Maxxia Pty Ltd

Customer Support

• Manage a busy Customer Service team answering enquiries via the 1300 number and general email inbox from participants, carers and NDIS Service Providers
• Lead your Customer Service Team towards achieving team based and individual KPI's
• Manage administration and telephony workflows and queues via the allocation of tasks, monitoring of productivity and amending Workforce Planning schedules
• Identify changes to call and administration trends based on regular and holistic reporting
• Provide daily, weekly and monthly reporting administration data and identify areas for efficiency improvement
• Manage and resolve customer escalations and complex enquiries in a timely and professional manner
• Ensure customer and third-party enquiries are addressed in accordance with the Plan Partners Customer Charter
• Support the business in identifying process improvements, initiatives and coordinate and manage the implementation of key operational projects
• Regularly review quality, error, compensation and compliance trends and assess training requirements and make recommendations to close knowledge gaps
• Review and manage strategies to reduce customer exits
• Work closely with the Head of Operations and the Senior Operations Manager to provide coaching, guidance and technical support to the team

Customer Care Team Leader