As our Regional Customer Service and Security Manager you’ll provide effective management of assigned Customer Service & Security teams, maximising performance and ensuring the highest standards of customer satisfaction are achieved.
You’ll be responsible for ensuring consistent processes, standards, and customer delivery across the NEXTDC facilities in their assigned locations. You’ll also act as an escalation point for all customer or security matters relating to the team and facility, modelling the view that “Customer First” is embodied in everything we do.
Customer Focus
- Ensure that all customer interactions are timely, courteous, and professional.
- Provide accurate advice, guidance and communication on service requests and incidents to NEXTDC customers and management.
- Work with NEXTDC Facilities, Customer Success, and Customer Solutions teams around the country to deliver a seamless customer experience.
- Take ownership of complex or difficult service delivery issues and escalations, for both customers and internal matters, and ensure they are brought to a prompt and satisfactory resolution.
People Management
- Provide leadership, support and mentoring to all Customer Service and Security team members
- Provide line management for assigned Customer Service & Security Team Leaders, including:
- Conducting regular 1-on-1s
- Providing timely, constructive feedback
- Managing performance
- Supporting staff development plans and organising any training as required
- Manage the recruitment process for all required team members in the region, including liaising with People & Culture, conducting interviews, and making hiring decisions.
- Minimum of five (5) years’ experience in customer service or security functions
- Experience in people management; leading, coaching and managing teams
- Experience in managing staff across distributed sites, with shift workers and roster management
- An understanding of ICT, security, or data centre environments preferred
- Ability to manage budgets, audit information, and reporting
About you:
- Well presented with excellent interpersonal and communication skills, both written and verbal.
- Ability to provide strong guidance, coaching, and leadership to team members, including performance management.
- Excellent customer service skills, with ability to cultivate strong relationships with internal and external stakeholders.
- Strong problem solving, negotiation and supplier management skills.
- High attention to detail and accuracy, methodical, and task oriented.
- Excellent time management skills with the ability to multitask.
- High level of computer skills including MS Office Suite skills.
This opportunity will see you working with world leaders in our space. Join our journey now and be an integral part of our ongoing success.
- Seize this exciting opportunity to join one of Australia’s fastest growing companies and play a key contributing role in the future of AI and the digital economy
- Join an inclusive, diverse and values-driven working culture
- Enjoy awesome employee benefits (gifted share options, NEXTDC days, volunteer days, professional development, holistic wellbeing and mental health programs and more)
- Great opportunities to progress within our company (grow as we grow)
Our mission is to continue building a diverse and inclusive workforce which represents the communities in which we operate.
Make NEXTDC your next move.
