Team Leader

2 months ago

Hawthorn East, Australia Bunnings Full time

At Bunnings, you’ll make a positive difference to our business and beyond.

Bunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand and a major supplier to project builders, commercial tradespeople and the housing industry. Operating from a network of stores, trade centres, frame and truss sites, and online, Bunnings caters for consumer and commercial customers.

By joining our passionate and diverse team, you will have the opportunity to grow, develop, have fun and make a positive difference - to our customers and the communities where we live and work.

About the role.

The Customer Support Contact Centre Team Leader will provide leadership to the Customer Support team, enabling them to provide a positive customer experience to the Bunnings online customer base.

Led by the Call Centre Manager, this is a full time permanent opportunity based in the Bunnings Support Office VIC - Burnley. We offer a flexible working arrangement of 3 days in the office with Wednesdays weekly being the anchor day to ensure collaboration and accessibility to stakeholders, team, and peers.

The Contact Centre team provides support to the Bunnings network during store operating hours, this role will be on a rotating weekend roster approximately every 6 weeks, however structured working week will be Monday to Friday.

What’s Involved.- Provide strong operational leadership to the team on a day to day basis- To ensure the whole team actively focuses on the achievement of both team and individual targets and initiatives, whilst ensuring that both internal and external stakeholders receive a best in class Customer Experience- Provide ongoing Team Activity reporting- Focus on process optimisation to enable the team to adopt efficiencies throughout their day to day operations.- Engage in the personal development and coaching of each team member. This includes but is not limited to: monthly one on ones, team meetings, performance appraisals and personal development plans as required.- Manage the escalation of any issues that cannot be resolved at 1st level- Continual follow up of any outstanding issues to ensure the fastest possible resolution time- Recruitment and selection of new team members- Responsible for the leadership, coaching and development of the Customer Support team- Advocacy for the voice of the customer.

You’ll need:
- Call Centre / Contact Centre experience required- Proven Leadership experience required- Exposure to Call Logging Software (advantageous)- Team Player and passion about reward and recognition- Effective conflict resolution skills and time management skills- Be an excellent communicator - both written and verbal- Work well under pressure- Customer-focused; responsive and proactive to customer needs with the ability to communicate with various stakeholders across the business- The ability to work a rotation roster including weekends.

We’re here to support you.

You’ll be part of a workplace where you’ll feel like you belong.

There's so much on offer when you're part of our Bunnings team with benefits including:
- Our flexible and informal work environment which helps bring balance between work and home.- Team discount at Bunnings, OnePass and with other Wesfarmers retailers including Kmart, Target, Officeworks and Catch.- Discounts from corporate partners (such as private health insurance, gyms, car rental) and cost price food and drinks at our Bunnings café.- 12 weeks paid parental leave, regardless of gender, annual flu vaccinations and health checks.- The opportunity to create a real difference in your local community and environment.

Join us and experience Bunnings from the other side of the counter.

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