Customer Hub Operations Lead

5 months ago

Surry Hills, Australia Endeavour Group Full time

**Company Description** Let’s create a more sociable future together**

At Endeavour, we’re totally into what we do. With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, we love to bring people together. Together we share our passion for our products and industry; it’s what inspires us to dream big, and continue to create new experiences for our customers and teams across Australia. If you thrive on positive energy, we want to meet you
- ** Bring your passion and feel the energy**:

- ** Great leadership opportunity in our mid-size contact centre**:

- ** Hybrid working from Sydney**

As the **Customer Hub Operations Lead**, you will be the key operational / BAU conduit between the Senior Leadership Team, EndeavourX, store support and delivery functions for the day to day running of the Endeavour Group contact centre.

The role will work cross functionally with other areas within the business, and requires an agile mindset with the ability to pivot quickly and adjust based on changing business and market landscape.

The **Customer Hub Operations Lead** has seven direct reports (Team Leads). You will support the delivery of Key Performance Indicators (KPIs) and team performance outcomes through coaching, mentoring and performance management.

Through your leadership, you will drive effortless and inspiring customer experience whilst inspiring an achievement culture in our Team Leads through capability, quality programs, implementation of digital innovation and strategic thinking.

Sound good? Read on.

Here is a taster of what you can expect in this role:

- Ensure smooth day-to-day running of Customer Hub operations and business continuity in accordance with operational best practice.
- Build consistency and capability within the team to ensure a high quality team and customer experience.
- Provide leadership, guidance, coaching and support for direct reports.
- Work with EndeavourX on the required enhancements and bug fixes to support the Customer Hub.
- Accountable for the operational metrics and performance of Customer Hub in line with strategic and financial requirements.
- Develop the operational talent pool by optimising the skills of the existing team.
- Undertake cyclical succession planning to ensure key roles are filled and individual talent is recognise.
- Ensure effective communication of information relevant to a large contact centre about the business performance, change in process and opportunities for the team.
- Be the escalation point and response owner for incidents that compromise customer hub functions with significant customer impact.
- Identify further opportunities for services and process improvements, and work with the team to develop and implement.
- Translate the business strategy into operational day-to-day delivery.
- Implement change management of new ways of working, business requirements or policies in line with business needs.
- Manage and influence key stakeholders from across the business.
Partner with the Talent Acquisition and People teams to ensure adequate resourcing during peak activity periods.
- Understanding the financial analysis (cost-effectiveness, cost-benefit etc.)
- Drive team member wellbeing and Voice Of Team initiatives.

**Qualifications** Now let’s talk about you**:

- Strong experience in contact centre leadership
- Able to lead, coach and achieve through a large team.
- Demonstrated ability to engage customers and achieve sustainable service outcomes and results.
- Experience working in retail, FMCG, customer-facing, service or delivery functions within a large business.
- Solid track record of delivering sustainable results. Hold, or willing to obtain, RSA competency.

**The benefits are good too**
- We offer flexible working in every sense
- An exclusive discount card for BWS, Dan Murphy’s, Woolworths, BIG W and other Endeavour Group brands, including our ALH pubs
- Monthly meeting-free days
- Your health and wellbeing is your most important asset, and as one of our valued team members, it’s our first priority. You will have a range of free services to help you live well and support your physical, mental and financial wellbeing
- Endeavour Group is full of opportunities - use our dedicated learning and development options to grow an idea, yourself, and your career. This is just the start, so dream big.
- At Endeavour, we value being a workplace where everyone’s welcome - if you meet a number of the requirements (and not all), we encourage you to apply._
**Additional Information** We are together creators**

With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, Endeavour Group is big on sociability. Together we create the moments that bring millions of people together. And together we have more fun, create more opportunities, and score a lot more goals. We’re serious about creating a safe, inclusive and fun place to rock up to where equal opportunity is key, an

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