Langtons Customer Operations Specialist

2 weeks ago

Darlinghurst, Australia Specialty - Operations Support Full time

**About Us**

Langton’s is a luxury lifestyle brand and the fine wine market leader in Australia.

Established in Melbourne in 1988 as a specialist wine auction house, Langton’s has evolved to encompass digital auctions and retail, a wine broking service, and a private wine exchange. Working with an extensive network of winemakers, negociants and importers, Langton’s offers unparalleled access to the world of fine wine to our network of clients and customers supplying some of the finest private cellars in Australia.

We are proud to be part of the Endeavour Group-Australia's leading retail drinks and hospitality business united around the common purpose of ‘creating a more sociable future together.’
- **Showcase the Langtons Portfolio as best in class through a customer-first lens.**:

- **Newly created role - support improvement initiatives for customer experience and business outcomes.**:

- **Flexible location - preferably based in either Sydney, or Melbourne, and work from home opportunities**

**About the Opportunity**

In this newly created role, you will work to understand or anticipate our luxury customers' needs, and then act to meet those needs, with the intention to not only satisfy but delight them. This a part time 32 hour week role with opportunities to increase to full time.

Reporting to the Customer Operations Manager you will be the primary customer-facing point of contact for the Langtons business. You and the team will be responsible for the seamless and timely resolution of customer queries.

You will partner with the sales lead for our top-tier customers, and be their direct contact ensuring their requests are anticipated, heard and actioned.

This role is vital to proactively provide the high-quality customer experience that Langtons luxury customers expect. You will also influence the continuous improvement of our customer proposition, by providing recommendations based on analysis of customer feedback, and then working across the business to help implement the resulting initiatives.

**A day in the life of a Production Shift Manager at Langtons**
- Create exceptional relationships with all our customers, with a focus on VIPs and 88s.
- Operate with autonomy to do what it takes to create a seamless experience.
- Harness customer feedback, to provide insight and help prioritise work to be done.
- Understand where our customer pain points are and resolve these challenges for our customers.
- Work cross-functionally to drive business change based on customer feedback.
- Ensure the timely, accurate and appropriate response to customer queries for all channels.

**What you’ll need to succeed**
- Experience working in a customer service environment
- Excellent telephone manner with strong verbal communication skills
- Attention to detail
- Ability to work in an agile environment
- Customer-centric approach
- Ensure customer satisfaction by providing excellent service
- Ability to multitask and prioritise work effectively

**How will you be rewarded?**
- Everyday Rewards Card which gives you access to exclusive employee discounts across Woolworths, BIG W and Endeavour Group brands (BWS, Dan Murphy’s, etc) as well as discounts at our ALH Venues
- Training and development - we pride ourselves in helping you realise your potential and give you the opportunity to be innovative
- An exciting career - as our business grows, so do the opportunities for our people
- Headspace days - no meetings company wide
- Flexible working arrangements are encouraged and our norm

**Grow with Endeavour Group**

Endeavour Group comprises a diverse range of drinks and hospitality businesses including BWS, Dan Murphy’s, ALH Hotels and Pinnacle Drinks. We are focused on growing and transforming our businesses to meet the changing needs of customers and we’re driven by a culture that puts our customers and team first.

As an inclusive, team-first company, our people are at the core of everything we do. We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability or sexual orientation. At Endeavour Group we value flexibility, and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing.

We work hard to create a safe and inclusive environment for all, and most importantly, we're all about creating a more sociable future - for our customers and for each other.

**We’d love to hear from You**

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Endeavour Group is not responsible for any fees related to unsolicited resumes.

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