Client Experience (CX) Complaints Manager | 12-month Parental leave


Responsible for the operational efficiency of the CX team and for making decisions to protect Employsure's reputation and commercial interests

  • An opportunity to deliver operational efficiency to the wider CX team
  • AON Hewitt Best Employer and three times recipient of Australian Growth Award
  • Joining one of the most exciting, innovative, career growth focused companies
The Opportunity
The CX Manager plays an important part at Employsure. The role has three main responsibilities:
  1. Operational efficiency of the CX team across ANZ 
  2. Protecting Employsure reputation and commercial interests while maintaining a positive relationship with clients
  3. Work closely with internal stakeholders to understand gaps and put solutions in place to improve

The CX Manager brings the ‘wow’ experience to customer service, you will be a champion for our clients and will be able to unpack complex issues to provide suitable resolutions. You will be responsible for looking for ways to improve; you see challenges as opportunities instead of obstacles.
With over 26,000 Clients, the CX team deals with many queries and questions from our clients that need to be resolved. This includes complaints, cancellation and refund requests, discounts and additional services. A high performing team who strive to provide robust resolutions in a timely manner to build strong relationships with our clients.
In this role, you will work closely with key stakeholders, including Services, Sales, Retention, Finance and Risk to close gaps and have a united approach across departments.
Employsure’s people are at the core of its business with benefits including a company bonus scheme, state of the art offices in prime locations, every day breakfast provided, a very active social committee, additional leave entitlements, and much more.
Key accountabilities:
  • Provide guidance to the ANZ CX team to resolve complex complaints through well-developed customer service skills and technical knowledge
  •  Escalating high liability monetary and reputational complaints 
  • Highest point of customer facing point of escalation
  • Reporting on quantitative data to identify trends, which are then analysed and contextualized for action by the relevant team
  • Maximise customer retention and advocacy through seamless complaints service delivery 
  • Ownership of the complaint handling process, including on going improvements
  • Making commercially sound decisions on complex issues to protect Employsure reputation and maximise retention

 The right person will have:
  • Demonstrated experience in recruiting, engaging and retaining great people in a high-volume complaints department (ideally in a service-related industry)
  • Experience in identify process improvement areas and solutions, sharing and encouraging best practices
  • Knowledge and experience in coaching best practice and provide analytical insights to achieve targets
  • Knowledge of Salesforce would be highly regarded
Why join Employsure?

Our vision is to Build Better businesses starting with our own. Employsure is committed to nurturing a diverse and inclusive culture of opportunity. We encourage applications from people of culturally diverse backgrounds, people who identify as LGBTQI+, people of Aboriginal and Torres Strait islander origin, and people with disabilities.
The opportunities are endless, with personal and professional growth being one of our top priorities. In addition, we offer our employees remarkable benefits. If you are looking for a role that can match your ambitions, we want to hear from you.
With a global track record of over 30 years of success, this is your chance to join an industry leader who prides itself on expertise and innovation at an exciting time in the Australian and New Zealand market.

Become a part of our exciting journey. Apply now.