Team Leader
4 weeks ago
As a Team Leader - Customer Experience at Dulux, you will be responsible for developing and leading a team of Customer Support Officers to deliver exceptional customer service. Your key responsibilities will include leading and coaching the team, assisting with training requirements, monitoring KPIs and development plans, and ensuring excellent customer and consumer experience.
Key Responsibilities
- Leading and coaching a team to ensure excellent customer and consumer experience is delivered
- Assist with training requirements
- Monitoring KPI's and development plans
- Monthly Meetings – KPI progress, Training requirements, Coaching opportunities, Communicate any updates / requirements
- Performance Agreements and Reviews
- Maximising conversion to the products and encourages loyalty to the brands involved.
- Ensuring telephone service levels and abandoned call rates are being managed, along with C4C Order / Claim Ticket Queue to ensure excellent customer and consumer experience
- Rostering, Leave and Attendance Register maintenance
Benefits
- Enjoy comprehensive, holistic health and well-being support, including our Wellbeing Hub and full EAP support
- Let us cover the gap for you, employees with private health insurance extras cover can claim up to $1000 out of pocket gap costs annually
- Give back to the communities in which we live and work, with our "Community Action Day" and other programs
- Market leading Learning and Development initiatives and genuine career pathways to accelerate your growth
- 20 weeks paid parental leave (primary carers) and 2 weeks paid partner leave available from the first day you start working with us.
- Feel truly valued through our employee recognition programs
- Enjoy generous discounts on DuluxGroup products and through our corporate partnerships
Requirements
- Ability to manage, motivate and lead a team
- Thrives in fast paced environment
- Problem solving and troubleshooting ability and capability to escalate where required
- Strong computer/digital skills
- Excellent verbal and written communication skills
- Ability to multi task and appropriately manage resources
- Strong Customer Service Experience – ideally contact centre based
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