Customer Care Team Leader

4 weeks ago

Mackay, Queensland, Australia Blackwoods Full time
YOUR OPPORTUNITY

We currently have a fantastic opportunity for a Customer Care Team Leader to join our team based in Mackay, QLD. Supported by the leadership team on site and nationally you'll lead and support your team of Customer Care Consultants and 2IC's located in Mackay and Gladstone in delivering exceptional service to our customers for Fixed-term Contract for 12 months.

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.

Your key responsibilities will include, but are not limited to:
  • Create a high performance work environment
  • Lead, coach, and develop a dynamic team of Customer Care Consultants
  • Manage day-to-day operations to ensure maximum output and efficiency
  • Drive performnace through coaching, development plans and regular feedback
  • 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 and customers
  • Contribute to meeting or exceeding KPI's
  • Foster a culture of engagement within the team
  • 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 coaching and development skills
  • Proficient with Microsoft Office programs including Excel & PowerPoint (reporting required)
  • Confident to collaborate with all stakeholders to resolve any issues
  • High level of attention to detail and excellent communication skills
  • 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 offer a range of benefits, including:
  • Team member discount card for Kmart, Bunnings, Target & Officeworks
  • A secure career with a proudly Australian company
  • Continuous career development to gain new skills and knowledge
  • Attractive permanent salary and incentives
  • A successful Refer-A-Friend program, earning up to $2,000 for each referral
  • Additional Wesfarmers discounts from over 300 corporate partners

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 as we receive them.

As part of our recruitment process and commitment to safety, you may be required to undertake background checks (which may include a police check, a pre-employment medical assessment; and/or drug & alcohol testing) as part of your application process.

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.
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