In this role you will be responsible for leading a team of analysts committed to providing excellence in customer service. This will require you to engage, support and help buyers and sellers to use our digital platforms to achieve a strong outcome, and a good user experience in the buying/selling of digital goods and services. You will be responsible for working with a range of stakeholders including senior management, delivery leads, platforms team, buyers and sellers, to ensure a strong customer experience. The key duties of the position include Manage a multi-channel customer service environment providing an excellent customer service experience. Create a productive and motivating team environment to respond to digital sourcing enquiries in a timely manner. Maintain customer service procedures, policies, and standards. Assess service statistics and prepare detailed reports to a range of stakeholders. Data analysis to identify opportunities to improve customer experience through insights and trends reporting.