Profile: Waylon Bolton, Australia Post
|
|
Waylon Bolton Number of years in role: 2 |
What do you do?
As ResoIutions Manager, I manage a multi-disciplinary team of 30 consultants comprising inbound, outbound and administrative positions. I’m responsible for network liaison and managing the customer complaint and compensation processes within Victoria. The team’s aim is to contribute to the retention and growth of Australia Post’s customer base through the efficient resolution of customer complaints.
I also manage all aspects of international customer service performance in Victoria including both inbound and outbound functions and liaison with overseas postal administrations.
What results are expected in your position?
My department has several quantitative and qualitative performance measures of the success of our operations. These measures include service levels, attendance, staff / customer satisfaction, timely and quality resolution of customer complaints and operating within budget.
What has been your biggest career highlight to date?
My most recent career highlight was being given the responsibility of overseeing a fixed-term project related to changes to Universal Postal Union regulations. The project demanded a high level knowledge of Australia Post’s international mail policy, regulations and operations and I was given the responsibility of processing the information and reporting it to senior representatives in each of our contact centres nationally.
What is the best and worst thing about your job?
The best thing about my job is being involved in the development of my team members and watching them progress in their careers within Australia Post.
The worst thing is when, despite our best efforts, we are unable to locate an item that a customer has reported as missing in the mail. Although we are often able to offer compensation some things are more of sentimental than monetary value.
Any tips on how to get and stay ahead?
Work hard and be committed to your job, remain enthusiastic and always speak up if you think there are things that could be done better. Always remain humble and gracious. There is always more to learn both technically and about people so keep up with developments, remain curious and never think you are indispensable. And take annual leave when it is due... everyone needs a break!
How do you encourage loyalty with your staff and clients?
Being honest and sincere goes a long way. If your staff know you’re there for them and committed to making their working conditions as positive as possible, they will be loyal. Where appropriate, I try to provide fun activities at work, so that it doesn’t get to feel like a daily grind. Customers appreciate honest advice and being treated like an individual rather than just a number.
What do you think employees want from their employer?
People work for an organisation for many different reasons but if you treat people as individuals and try to find what motivates them in particular, you can help to make their working life enjoyable and challenging.
What does your company do for its staff that you feel is different from what other companies provide?
Compared to other contact centres, Australia Post provides job security, diversity in both the customers we deal with and the types of inquiries we receive, good remuneration and a transparent and organised career path - whether that means staying in the contact centre or moving into another part of a very diverse organisation.
What are the biggest human capital issues your industry is dealing with? …and what should be done about them?
Turnover of good people would be the biggest issue, although this is as much within the business as people leaving to find work elsewhere. Perhaps our senior management could consider offering bigger bonuses for us contact centre staff!
