Customer Care Team Leader

Are you passionate about leading and mentoring a team to success? Then we want to hear from you!

We currently have a fantastic opportunity for a Customer Care Team Leader based in Scoresby, Vic. Supported by the Customer Care Manager you’ll lead and support your team of Customer Care Consultants located in Melbourne in delivering exceptional service to our customers.

Your role is pivotal in ensuring seamless operations, leading the team to provide exceptional customer service along with empowering a successful team. You’ll oversee day-today activities, champion process improvement, and foster a culture of engagement within your team. You will also play a significant role in representing Customer Care with internal and external stakeholders and customers.

Your key responsibilities will include, but are not limited to:

• Proactive engagement with Sales teams to understand customer feedback and needs and adjust service levels as appropriate
• Actively contribute to driving a high-performance culture, including on-site face to face management of a team
• Monitor team performance against KPIs and other indicators including customer and stakeholder feedback and proactively adjust to drive improved performance
• Identify needs & develop team members and successors, including regular coaching and feedback to staff - Drive a customer-first and continuous improvement mindset across the remit
• Optimise productivity while balancing quality customer outcomes
• Workforce planning/real-time queue management within/ across teams
• Proactively identify & recommend improvement opportunities
• Monitor workflow through telephony queues, emails, and relevant business systems
• Manage performance and behaviours in alignment with company policies
• Act as a point of escalation for both team members, stakeholders and customers
• Role model Blackwoods behaviours and adhere to HSW Regulations at all times

What you'll bring to your new role:

• Previous experience leading a team with a focus on customer excellence
• Strong leadership, coaching and development skills
• Proficient with Microsoft Office programs including Excel & PowerPoint (reporting required)
• Confident to collaborate with all stakeholders to resolve any issues and build relationships
• High level of attention to detail and excellent communication skills
• Commercial acumen
• Self-starter with plenty of initiative and desire to see tasks through to completion

Why Our Team Enjoys Being Part of Blackwoods:

To ensure our employees feel valued, supported, and celebrated, we provide a range of employee benefits including:

• Discount membership card for Kmart, Bunnings, Officeworks & OnePass
• Successful Refer-A-Friend program – earn up to $2,000 per referral
• Opportunity to contribute to organizational success through process optimization and workforce efficiency
• Be part of a supportive and dynamic team
• Opportunity to lead and shape customer experience initiatives
• Career growth and development opportunities

NEXT STEPS

If you meet most of the criteria listed above and would like to be considered for this opportunity, please send your application today. We will be contacting suitable candidates in the next two weeks so apply fast to avoid missing out!

As part of our recruitment process and commitment to safety, you will be required to undertake background checks (which may include a pre-employment medical assessment involving drug & alcohol testing).

Blackwoods also promotes diversity and inclusion across our workplaces and encourages applications from all backgrounds, including people from Aboriginal and Torres Strait Islander communities, the LGBTQI+ community and people with disabilities.