Rex is seeking a suitably qualified individual in the role of Customer Advocacy Supervisor at our head office in Mascot. This is a full-time position oversees the customer relations unit of the company and involves the direct oversight of Rex’s team of Customer Advocacy Officers.Reporting:This position reports to the General Manager, Corporate Services or designate.Position Responsibilities:Work closely with the Customer Contact Centre, Airports and other Departments on matters relating to Customer AdvocacyDay to day supervision of the Customer Advocacy Team, including monitoring the daily activities, case load and close rates of the TeamProviding reports on Customer Advocacy performance, including wider distribution across the business for systemic and system issuesChair and minute Team meetings and other meetings representing Customer AdvocacyIdentify and assist with system implementation and continuous improvement projectsInvestigate, resolve and respond to cases and escalations at a supervisor levelCoordinate manpower as necessary to meet projectsUndertake special projects as assigned and where appropriate, including analysis and reportingProvide full Administrative support for the Corporate Communications team, i.e. drafting internal/external correspondence, monthly reports, diary management, travel arrangement, coordination of functions and events (including catering & agendas), etc.Other Duties as reasonably requested and which may be assigned from time to time.Essential Selection Criteria:Excellent organizational and leadership skills with attention to detailExperience in priority setting and analysing complex issues.Excellent problem solving and investigation skills.Good time management and organisation skills.Ability to manage changing priorities and work under pressureMust possess strong computer skills, including Word, Excel, OutlookExperience in customer service/handling customer complaintsConditions:Wage rates and conditions will be discussed with the successful applicant.To Apply:Please submit your application with CV and cover letter by Friday, 3 June 2022. AUDMascot2020
