This role is pivotal in ensuring a seamless after-sales experience, optimizing service processes, and driving continuous improvement in customer interactions.

This role is pivotal in enhancing the efficiency and effectiveness of our contact centre operations, ensuring the team consistently deliver exceptional customer service while cultivating a vibrant and enjoyable team atmosphere. The Improvement Manager will be responsible for managing escalations from governing bodies and internal team, manage higher-level approvals, and lead reporting and process documentation efforts. The Improvement manager will possess strong analytical skills, exceptional communication abilities, and a proactive approach to problem-solving.

 Measures of Success

1. Align operational activities with financial objectives.
2. Achieve and refine Centre SLA targets to drive continuous improvement.
3. Ensure effective and efficient resolution of escalations.
4. Exhibit behaviour and conduct that reflect the Amart values.
5. Deliver projects, operational activities, and reporting requirements to a high standard, with a strong emphasis on continuous improvement.

Key Responsibilities

Contact Centre, Spare Parts & Supplier Management

• Oversee the performance of our outsourced contact centre, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are met with continued refinement for ongoing improvement.
• Develop and implement strategies to enhance call centre efficiency and customer experience, including digital and self-service solutions.
• Develop and implement process improvements to optimise efficiency within contact centre operations, aligning with financial objectives.
• Participate in agent training and development initiatives to enhance knowledge and skill levels, contributing to overall team performance.
• Offer support to stores and other business areas to foster collaboration and operational effectiveness.
• Maintain a clean and safe workspace by adhering to workplace health and safety policies and procedures.
• Actively engage in broader team support initiatives, promoting a positive team atmosphere and shared goals.
• Ensure external contractors comply with company policies and standards on compliance and operational integrity & accountability to meet audit requirements.
• Identify areas for improvement in call handling, issue resolution, and customer satisfaction, working closely with the other areas of the business to drive enhancements.
• Analyse call centre data, trends, and customer feedback to inform business decisions and process improvements.
• Oversee after-sales service functions, including warranty claims, order bank management, stock availability, and ETA delays, ensuring timely resolutions.
• Implement best practices to enhance warranty claim processing, reducing resolution time and improving customer satisfaction.
• Identify trends in after-sales issues and work with relevant departments to develop preventive solutions.
• Lead and support the spare parts team, ensuring timely and efficient processing of customer requests.
• Streamline spare parts processes in coordination with the contact centre to enhance customer service and operational efficiency.
• Drive initiatives to reduce unnecessary spare parts requests through improved troubleshooting and customer education.
• Communicate business updates, process changes, and policy revisions effectively to ensure understanding.
• Ensure external contractors meet audit requirements, maintaining compliance and operational integrity.
• Provide ad hoc support as needed to address emerging challenges and contribute to team success.

  Customer Experience & Continuous Improvement

• Implement best practices to enhance overall customer experience across contact centre and after-sales functions.
• Develop and maintain self-service options, including knowledge bases, FAQs, and automated solutions, to reduce call volumes and improve customer satisfaction.
• Work closely with internal stakeholders (e.g., Operations, Quality, Logistics, IT, Buying) to refine customer service strategies and integrate systems for better support.
• Monitor industry trends and emerging technologies to ensure our contact centre and after-sales support remain competitive and customer-centric.
• Lead change initiatives that drive operational excellence and align with strategic goals.

Skills & Experience Required

 Proven experience in managing contact centre operations, outsourced suppliers, or customer service teams.

• Strong background in customer experience management, process improvement, and service optimization.
• Ability to analyze data, generate insights, and implement customer-focused strategies.
• Experience working with spare parts, after-sales service, or warranty solutions is highly desirable.
• Strong stakeholder management skills, with the ability to work cross-functionally with suppliers and internal teams.
• Project management experience highly desirable.
• Platform experience desirable but not necessary – Genesys & Salesforce.

Excellent leadership, communication, and problem-solving abilities.

About us: 

We are a dynamic organisation with over 50 years of success in the industry and continued expansion nationally. We offer a great workplace culture, one that values and leverages the unique ideas, capabilities, and experiences you bring. We believe this strengthens our ability to deliver on our business goals, particularly as it relates to innovation, growth,h and our focus on customers.

We offer: 

Training and development – We believe that in life you never stop learning. The same applies when you work here – from your first day and throughout your career

Reward and Recognition – We acknowledge and reward the hard work of our people

Career development – We actively encourage our team to further develop themselves in their current role and to learn the skills required to become a leader in our business

Real Career Opportunities – We offer genuine career opportunities in roles all across Australia

Employee Discounts – We don’t just transform the homes of our customers; our team enjoys industry-leading discounts across our entire range too

Community Involvement – We believe in things that are bigger than us. Like community. We are proud to support a number of charities

Interested? Apply now!