Customer Experience Lead

5 days ago

Sydney, New South Wales, Australia beBeeExcellence Full time $95,000 - $125,000

Transforming Customer Experiences

Scentre Group is a leading retail and luxury brand partner, creating unique shopping and leisure experiences for our customers. As a key player in the company's purpose to 'create extraordinary places, connecting and enriching communities,' you will have the opportunity to be part of a dynamic team that is shaping the future of retail.

Your Opportunity

We are seeking a skilled Customer Care Supervisor to lead customer service operations with a focus on excellence. You will be responsible for ensuring high levels of customer satisfaction, delivering day-to-day KPIs and SLAs, and providing strategic guidance to drive business growth. With an overall responsibility for operations on a shift-by-shift basis, health & wellbeing will be a top priority.

Key Responsibilities

  • Lead the delivery of customer service excellence, setting priorities and aligning goals across teams.
  • Manage customer contact centre operations, maintaining and driving agreed business KPIs and SLAs.
  • Solve customer service operations, maintaining and achieving agreed business KPIs and SLAs.
  • Identify strategies for improvement and expansion across all areas of the business.
  • Ensure compliance to policies and procedures such as privacy, data integrity and documentation.
  • Contribute to an environment of customer service excellence.

What Sets Us Apart

A collaborative culture fostering innovation and diversity, diverse career paths across our vertically integrated business, competitive benefits including parental leave, volunteer days, and health and wellbeing discounts.

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