Ces Team Lead

**The Opportunity**

We’re looking for a passionate, enthusiastic and motivated people leader to join our Consumer engagement services team on a 12 month FTC. Your role will involve m onitoring & development of individual staff members in consumer contact handling and day to day process improvements to ensure a superior consumer experience. You will also be responsible for managing day to day work flow of consumer contacts for timely & accurate responses to Nestle consumers.

**A day in the life of...**

You will be joining a passionate and dynamic team; you will work closely with your team and our Head of Consumer engagement services to engage and delight consumers.

Your day-to-day responsibilities will include:

- Efficient & effective service & processes across your team, (including outsource team members) to deliver consumer focussed business outcomes and value for your designated business units and high levels of consumer satisfaction for consumers.
- Monitoring the quality and handling of contacts across Oceania for designated business units to ensure prompt, accurate service to the company’s consumers & customers across the channels.
- Working closely with your CES Brand Liaison Manager to ensure data captured by the team is accurate and relevant for data analysis.
- Respond to and manage escalated contacts from the CES team including sensitive cases.
- Prepare and approve written correspondence to consumers & customers when required.
- Manage the day-to-day relationship and the workflow with our outsourced partner and oversee any concerns relating to CES consumer requests and/or orders with our fulfilment team.
- Lead, train & develop your team in the handling of consumer contacts and other relevant contact handling processes.
- Participate in end-to-end CES tool testing as required and operationalise any new or changing platforms/service tools in the CES team.
- Be a key contributor of the broader e-business team to develop the best in class solutions for e-business relating to your designated business units.
- Provide ongoing insights for operational improvement opportunities within the e-business end to end process.

**What will make you successful**
- Proven experience in team leadership, coaching and managing people.
- The ability to work in a fast-paced environment
- Strong evidence of customer service skills and ability to resolve conflict in a customer service environment.
- Evidence of dealing with tasks that require significant attention to detail and that need to be managed on time frames.
- Proven ability to work within a team environment and to deliver business outcomes.
- Experience working with Salesforce and Magento is preferable but not essential
- Applicants must be eligible to work in Australia.

**Our Story**

You can realise your full potential at Nestlé, working among the leading teams in nutrition, health and wellness. As part of a global network, you can use your skills to influence others and make a positive impact where you own a piece of the action.

At Nestlé, you will work in a supportive environment where your ideas and points of view will be championed by a collaborative team. Together, we will drive the strength of our brands, the quality of our products, and the future of our business.

At Nestlé, you can make a difference to millions of lives, every single day. As a large, global company that’s driven by purpose, you and your team can add your piece of legacy of creating a better, healthier future.
In return you will have the chance to work with an outstanding team, and build and grow your career with an inclusive, global FMCG leader.