Customer Care Team Lead

**Brighter Futures Start Here**

We are an inclusive team who power two of the most iconic and loved brands, Kmart and Target. We have more than 50,000 passionate individuals across our stores, distribution centres, and offices around the globe.

With our brands touching the lives of almost two million customers every week, you’ll feel the impact of the work you’ll do every day. As a leader in the retail market, we’re optimistic about our future and yours. We’re changing at a rapid rate, giving you challenging work that you’ll be proud of.

We’re excited to share that our team will be moving to our **new Chadstone office** in early 2026
This will be a space that brings us together — **inspiring creativity, collaboration, and connection** as we embark on this exciting new chapter.

**Join the team**

Are you an experienced contact centre leader ready to take on a pivotal role? We're seeking an enthusiastic and skilled individual to lead our Complaints Team. As a key player, you'll guide and mentor the team, ensuring they meet and exceed KPIs while navigating the intricacies of a contact centre environment. You will be a brand ambassador for Kmart and use your effective communication skills to forge valuable relationships throughout the business and resolve escalated customer complaints. At Kmart, there is loads of opportunity for growth and development while working in a fun and engaging team.

The primary purpose of this role is to lead the resolution of complex customer complaints, drive team performance, and ensure a consistently high standard of customer experience across all channels.

**What you’ll be doing**

As a Customer Care Team Lead working for Kmart, this role will entail:

- Customer Escalations & Risk Management: Handle day-to-day escalations with urgency and fairness, ensuring risks are addressed and wins are recognised.
- Coaching & Development: Foster a high-performing, customer-first culture through tailored coaching, one-on-one sessions, performance reviews, and development planning.
- Complaint Resolution: Deliver exceptional service by resolving complaints related to products, in-store experiences, and policies in a proactive and streamlined manner.
- Team Engagement: Facilitate effective meetings and huddles to enhance communication, address challenges, and build a collaborative environment.
- Resilience & Leadership: Demonstrate enthusiasm and resilience in high-pressure situations, promoting motivation, inclusiveness, and energy.
- Brand Advocacy: Act as a brand ambassador for Kmart, embodying company values and promoting the brand positively across all customer service channels.

**To be successful in this role you’ll have**:

- Leadership Experience: Minimum 4 years in a contact centre leadership role, preferably managing customer complaints
- Complaint Resolution Expertise: Proven experience investigating, de-escalating, and resolving customer complaints across multiple channels
- Self-Starter Mentality: Ability to lead by example, manage complex workloads, and adapt with agility and flexibility
- Strong Communication & Stakeholder Engagement: Demonstrated ability to work empathetically and effectively with customers, peers, and stakeholdersAnalytical Skills: Experience providing detailed summaries and identifying trends in customer complaints and feedback for operational meetings and forums

**Benefits we’ll offer you**:

- Flexible hybrid working options through our Flex Where, Flex When, Flex Well policy.
- A team member discount card that gives you a discount at Kmart, Target, Officeworks and Bunnings
- Access to the Kmart for You benefits program which entitles you to exclusive discounts and benefits in the areas of entertainment, travel, lifestyle, and health - with over 60 suppliers
- We want you to feel rewarded for your commitment and hard work that's why eligible team members get the opportunity to participate in a bonus program
- We offer inclusive parental leave, and ongoing support offered though our partnership with Circle In for team members of all backgrounds and family circumstances
- A dynamic learning and support program
- Opportunity to fast track your career through our Mentor Program as a Mentee or Mentor
- A Kudos recognition program, where you are nominated by your peers to spin a wheel, to win a stack of cool prizes
- Great career opportunities across the broader Wesfarmers Group

LI-Hybrid