Customer Hub Team Leader

2 months ago

Darlinghurst, Australia ED - Group Support Functions Full time

**About Us**

Endeavour Group was created in 2020 through the restructure and merger of the Woolworths Group drinks and hospitality businesses. With a strong track record of growth, combined these businesses form the leading customer franchise in drinks and hospitality in Australia.

United behind a common purpose of ‘Creating a more sociable future together’, we are a 28,000+ strong team with more than 1600 stores and 330 hotels nationally, including leading brands such as Dan Murphy’s, BWS and ALH Hotels.

Endeavour Group separated from Woolworths during calendar year 2021 and is well-positioned as an ASX Top 50 Company. Join the team at an exciting time in their evolution

**Customer Hub Team Leader - Endeavour Group**

Are you a people leader with a passion for motivating, coaching and empowering a team of call centre consultants?

Perfect, because we are searching for a passionate people leader, with strong call centre experience to coach a team of high performing customer service representatives with a focus on driving customer retention.

**About the role**

The Endeavour Group Customer Hub is based in Surry Hills but currently working from home and operates Monday to Sunday 9am - 9pm to serve our large customer base. This role will require weekends on a rotating basis.

**What you will do**:

- Lead the day to day operational delivery of call centre customer service to Endeavour Group customers
- Drive customer retention strategies
- Manage a team of Customer Service Representatives and drive a culture of service excellence
- Provide regular coaching to Customer Service Representatives on achievement of metrics and KPIs e.g ( Adherence, Wrap Time, Average Speed of Answer etc)
- Conduct call quality reviews and liaise with the quality assurance team to provide valuable coaching to Customer Service Representatives
- With the customer experience at the forefront, you will report customer insights back into business and provide recommendations to continuously improve customer engagement
- Resolve escalations that come through the Floor Support team member

**Who you are**

You’re driven by a customer mission and passionate about being part of a tribe of great people.

It would also be nice if you had:

- **Leadership experience within a call centre environment**:

- **The ability to coach and develop individuals to build up their performance and capability and support them on their career journey**:

- **A self-starter with the ability to set targets and prioritise workload in attainment of KPI targets for yourself and your team**:

- **A passion for delivering a great customer experience**:

- **Basic alcohol category knowledge**

**The Perks**
- 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 50% off 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
- 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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