Jo Swingler, General Manager Relationships & Customer Care, has been leading the salary packaging team since 2011. She is responsible for ensuring that salary packaging client organisations and their employees across Australia receive excellent customer service and are able to access the full range of employee benefits available to them through salary packaging and CBB partners.
With over 25 years’ experience in customer service and sales, Jo is an accomplished professional focused on delivering premium service experiences to both not for profit organisations and their employees. During her time at CBB, Jo has been instrumental in the rollout of multiple major projects, including spearheading the transition of CBB’s salary packaging card business to a new, more customer-focused financial institution.
Under Jo’s leadership, retention of CBB salary packaging organisations has increased from 91.8% in 2010 to 99.8% for three consecutive years. Attraction of new organisations has also increased by 12%, with a record 50 organisations choosing CBB to provide their salary packaging in 2015.
Continuous improvement is a key focus for Jo, which is reflected in the results achieved in the CBB call centre. Customer service survey results from new salary packaging employees continue to show satisfaction levels of >90%.
Jo has been recognised for her achievements in customer service on multiple occasions, having received the AMP Achievement Award for Excellence in Customer Service and the Australian Tele Association’s Call Centre of the Year and runner up, Team Manager of the Year.
Complementing Jo’s deep commitment to building strong client and customer relationships is her volunteer work in the not for profit sector. Jo is a Board Member of DOME Association and regularly volunteers and fundraises for various not for profit organisations.