Customer Care Team Lead

2 weeks ago

Mulgrave, Victoria, Australia Kmart Full time

Brighter Futures Start Here
As Australia's biggest and most loved retailer, we've been brightening up everyday life for families for over 50 years. At our stores, distribution centres, and offices in Australia and New Zealand. All around the globe. Our diverse and inclusive 47,000 strong team come together for a common cause.

Giving families easy access to our on-trend products and incredibly low prices - it's the heart of everything we do.

As a leader in the retail market, we're optimistic about our future and yours.

We're relentless in our pursuit for results, but changing at a rapid rate, giving you challenging work that you'll be proud of.

We celebrate your uniqueness and individuality. Because at Kmart it's not just what you do, it's who you are that makes every day living brighter.

Join the team


We have a fabulous 12 month fixed-term opportunity for an enthusiastic and determined future leader to assist our Customer Support Manager in leading our vibrant team.

In this role, your passion for customer and people centric thinking will enable you to support the team to manage escalations, and address more complex complaints.

You will be a brand ambassador for Kmart and play a pivotal role in driving outstanding customer outcomes. You will also use your strong stakeholder skills to forge strong relationships with numerous teams throughout the business. At Kmart, there is loads of opportunity for growth and development while working in a fun and engaging team.

What you'll be doing- Support the Customer Support Manager and team in day-to-day activities including customer escalations, coaching and quality analysis- Provide an exceptional customer experience through streamlined, proactive, and easy customer interactions Providing clear direction and instruction to our customers regarding their enquiries ranging from product returns, store hours, accidents, and customer complaints- Being a brand ambassador for Kmart, embodying our values and positively promoting the brand in a multichannel customer service environment

To be successful in this role you'll have:

  • Previous experience working in a leadership, supervisor or 2IC role
  • Proven ability to 'self-start' and lead by example to organise a complex workload with a flexible and agile approach-
  • Experience in investigating, de-escalating, and resolving customer complaints
  • Demonstrated ability to communicate and work effectively and empathetically with customers and peers
  • Experience providing detailed summaries and identifying trends in customer complaints and feedback for operational meetings and forums

Benefits we'll offer you:

  • Flexible hybrid working options through our Flex Where, Flex When, Flex Well policy, spending 60% of your week in our National Office
  • A team member discount card that gives you a discount at Kmart, Target, Bunnings, and Officeworks
  • A free OnePass membership offering free delivery across Kmart, Target & Catch on eligible products
  • Access to the Kmart for You benefits program which entitles you to exclusive discounts and benefits in the areas of entertainment, travel, lifestyle, and health with over 60 suppliers
  • We want you to feel rewarded for your commitment and hard work that's why everyone gets the opportunity to participate in a bonus program
  • Free onsite parking when you're required to come into the office
  • We offer inclusive parental leave, a family room and ongoing support offered though our partnership with Circle In for team members of all backgrounds and family circumstances
  • A dynamic learning and support program
  • Opportunity to fast track your career through our Mentor Program as a Mentee or Mentor
  • Inhouse café that serves breakfast, lunch and includes a collaborative space to work in
  • A reflection room that can be used for prayer, meditation, or time for you
  • A Kudos recognition program, where you are nominated by your peers to spin a wheel, to win a stack of cool prizes
  • Regular product sample sales with loads of discounted items to purchase
  • Wesfarmers is Kmart's parent company and each year eligible employees can elect to purchase shares through a salary sacrifice arrangement
  • Great career opportunities across the broader Wesfarmers Group

We're here to make everyday living brighter


From humble beginnings in Burwood East, Victoria, in 1969, we're now an essential part of 300 communities, and proud of it From bedding to apparel to kitchenware and beyond.

We're designing and creating the products people reach for every day.

In-store, online, or Click & Collect - getting the products we love into the hands of happy customers is what we aim to do best.

From the remote outback to coastal towns and big cities, and everywhere in-between. We're progressive in our pursuit to create seamless customer journeys for satisfied shoppers.

A place you can belong
**We are a 2023 Circle Back Initiative Employer - we commit to respon

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