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Omni Services Team Lead

Mid levelSeniorFull-timeHybridMelbourne VIC, AustraliaPosted 1 week agoVerified 2 weeks ago
Pending fitX of Y criteria met

About the job

The Omni Services Team Lead position at RACV is an exciting opportunity to lead a high-performing team in delivering exceptional digital member service. This role is crucial in shaping the future of member engagement through innovative channels like chat, messaging, social media, and AI-enabled support. The team thrives on collaboration, creativity, and a commitment to continuous improvement, ensuring that every member interaction is meaningful and impactful.

You'll be responsible for

🚀

Leading a digital team

Leading, coaching, and inspiring a digitally skilled team to deliver fast, helpful, and human service across RACV’s digital channels.
💡

Championing digital-first service

Bringing fresh thinking to how members interact with RACV through various digital platforms.
✨

Optimising member experiences

Using data and member insights to improve performance and create better digital experiences.

Key criteria

📊

Experience leading teams

At least 3 years leading teams in customer service environments.

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💬

Digital service delivery expertise

Proven experience in digital and chat service delivery.

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🤖

Familiarity with conversational AI

Exposure to chatbots and digital channel tools.

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Meet the team

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4 criteria for this job
Experience leading teams
At least 3 years leading teams in customer service environments.

View

Digital service delivery expertise
Proven experience in digital and chat service delivery.

View

Familiarity with conversational AI
Exposure to chatbots and digital channel tools.

View

Track record of performance improvement
Demonstrated success in enhancing service performance and journeys.

View

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