Southern Metropolitan Cemeteries TrustCustomer Experience Training and Development Leader
Jan. 2018 - Aug. 2019SpringvaleResponsible for writing an on boarding program for new recruits to 7 different Customer Experience teams over 9 sites within the Southern Metropolitan Cemeteries Trust In addition to this, support is also provided to the existing workforce of over 50 people and their Team Leaders for all current learning and development and coaching requirements Each customer experience team meets with customers, either in person or over the telephone, to support funeral planning in areas of bookings from funeral directors, chapel services, sales relevant to funeral services, including burials and cremations, and a centralised contact centre What makes this role so unique is that I am developing and leading people to work personally with a customer typically whilst they are grieving the loss of a loved one This is rewarding work to see our teams deliver a customer experience that focuses purposefully on the needs of each individual customer whilst delivering lasting outcomes commercially to the business