Customer Service Team Leader

4 days ago

Canning Vale, Western Australia Metcash Full time
About the Role

The Customer Service Team Leader is a pivotal position within our organization, responsible for overseeing the effective and efficient management of customer service functions across Western Australia, South Australia, and the Northern Territory.

Key Responsibilities
  • Oversee daily customer service operations to ensure high standards and satisfaction, serving as the primary contact between Distribution and retailers for issue resolution.
  • Lead training and development for direct reports, focusing on cross-training and skill enhancement to maintain a knowledgeable and flexible team.
  • Address and resolve internal and external complaints and conflicts, coordinating with relevant teams to maintain high service standards.
  • Support broader business initiatives by collaborating with various departments, enhancing service levels, and streamlining processes for continuous improvement.
  • Develop reports to track trends, identify anomalies, and propose solutions using data insights to improve the overall customer experience.
Requirements

To be successful in this role, you will require:

  • Experience in data management, customer relations, people management, and process improvement.
  • Advanced MS Office skills, particularly in MS Excel.
  • Strong leadership and team management skills.
  • Excellent Time Management Skills.
  • Exceptional attention to detail and data accuracy.
  • Excellent communication and interpersonal abilities.
  • Ability to work effectively within defined SLAs.
What We Offer

Metcash offers a supportive and flexible work environment, with opportunities for growth and development. Key benefits include:

  • A competitive salary range of $120,000 - $180,000 per annum.
  • 5 weeks' annual leave, plus additional leave days.
  • 2 well-being days and 1 volunteer day annually.
  • An abundance of learning, development, and career growth opportunities.
  • 12 weeks' paid parental leave for primary carers.
  • Proudly recognized for LGBTQ+ inclusion and gender equity initiatives.
  • Incredible value discounts and perks through our team member app, 'Our Local'.

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