Team Leader

1 week ago

Preston, Victoria, Australia CW Retail Services Pty Ltd Full time

What an opportunity

  • Chemist Warehouse is Australia's leading retail pharmacy group and one of Australia's most recognised brands. In addition to the 17,000+ employees working in over 500 stores across Australia, we also have a growing international presence in New Zealand, China, and Ireland.
  • Over the last 24 months, we have had the good fortune of seeing our business adapt to the obvious challenges and consolidate our status as the market leader. As we embark on the next stage of our ambitious growth plan, we are currently recruiting for a Team Leader to join our busy contact centre based at our head office in Preston.
    About the role
  • Our Customer Service team plays an important role in keeping our customers satisfied by ensuring that all queries are responded to and resolved in a timely and professional manner.
  • Reporting directly to the Customer Service Manager, your primary focus as Team Leader within our Contact Centre will be to lead and coach a team of Customer Service Officers to deliver a superior level of customer service. You will work closely with your team, leading by example to help them meet a range of key performance indicators, whilst also regularly identifying opportunities to enhance our service offering.
  • As a leader and coach of the team, you will:
  • Lead a team of Customer Service Officers to meet agreed business performance metrics.
  • Ensure the team follow agreed standards and adhere to regulatory requirements and internal standard operating procedures
  • Coach and develop Customer Service Officers by providing feedback, recognition and performance management.
  • Conduct analysis on gaps or areas of opportunity to develop Customer Service Officers.
  • More generally, you will also be required to:
  • Ensure customers are responded to in a timely manner in all interactions.
  • Resolve complex and escalated customer feedback, gathering information and recording actions and outcomes.
  • Report on progress of Customer Service outcomes
  • Assist with recruitment of Customer Relation Specialists and Customer Service Officers

About you
To be successful in this role, you will need to demonstrate that you have:

  • Previous experience leading a team of customer service officers in a busy contact centre environment.
  • Significant experience working as a frontline customer service officer, enabling you to lead and coach your team with credibility and empathy.
  • A passion for coaching and developing others.
  • Highly developed problemsolving skills with a focus on seeking out opportunities for continuous improvement.
  • Strong organisational skills, with the capacity to plan, prioritise work and multitask to meet deadlines
  • Excellent communication skills (verbal and written).
  • Empathy and respect
  • Adaptability and resilience when faced with changing priorities and situations.
  • A collaborative and collegiate approach to work.
  • The successful applicant will also be required to consent to a National Criminal History Check and return a satisfactory outcome._

Benefits

  • Staff discount in all stores
  • Onsite subsidised canteen
  • Free onsite and street parking
***
Interested?

  • Applications from agencies will not be considered

Selection Criteria

  • Essential: Do you have the right to work in Australia?
  • Essential: If successful in gaining this role, are you willing to undergo a National Criminal History Check?
    Contact Person
  • Recruitment Services
    Alternate Contact Person
  • Sandra Connell
    Closing Date
  • 17/01/2023Please note that this position will close at 11:45pm on the closing date.

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