Customer Service Team Leader

If you are curious & creative, invested in not only your own success but also the growth of others, and believe in building the Great Australian Food Company, then you might be the one for us- Join a large Australian owned iconic brand based in Docklands- 6 months fixed term with view to go permanent- Excellent culture, dynamic and highly dedicated team- Great career opportunity to get a foot in the door
- hybrid work with flexible environment

About the role

Our national contact centre is currently seeking an experienced team leader to join our team based in Docklands. This role is responsible for leading one of two frontline teams in the Customer Sales and Service Centre. Accountable to KPI’s including GOS/AHT, Customer Experience and first call resolution. Manage the day-day operations of a team of around 15. The role will require you to be in the office every Wednesday and work Saturdays on a rotating basis. Most of the inbound calls will be from our business customers enquiring about their deliveries, orders, invoices and helping them navigate our self-service portals.

This is a fast-paced role, with many moving parts, so your ability to multi-task and manage conflicting priorities is a must, coupled with your amazing ability to engage and manage stakeholders as well as good problem-solving skills under pressure. The role reports to the National Contact Centre Manager.

Other responsibilities- Coach and mentor a team to ensure they deliver exceptional customer service- Deliver an industry leading customer experience across all customer channels and mediums by quality assessments, feedback and coaching sessions- Analyse data and KPIs to identify trends and make recommendations for improvement- Help improve call centre process and provide regular performance feedback, whilst getting involved with recruitment- Work with Team Leaders and Subject Matter Experts within the team to achieve required goals and contribute to succession planning

About you- Experience in a leadership role for a large team- Exposure to fast-paced and high-pressure environments- Strong problem-solving skills with the ability to manage escalation calls- Technical knowledge regarding contact centre operations and FMCG industry (preferred)- Flexibility to manage a call centre team with coverage of 7 am to 6.30pm

Bega Group Story

Bega Group is home to many trusted and iconic food and beverage brands. Whether it’s VEGEMITE on toast, a Dare on the go or a Zooper Dooper on a hot day - you've probably grown up enjoying the iconic products we proudly manufacture every day.

Our growth story of becoming a successful ASX 200 listed company with an annual turnover in excess of $3 billion and approximately 4,000 employees, is made possible by our dedicated workforce who live and breathe our values every day. We have a strong regional focus and proudly support the communities where we work, live and play. At the Bega Group, we are proud of our heritage and will continue to build great opportunities to encourage our people to develop and thrive. Come and be a part of our success story as we continue to build The Great Australian Food Company through creating Great Food for a Better Future

Life at Bega Group

Company culture and our values are very important to us. From flexible working arrangements and regular social catch ups, we’re committed to fostering a supportive and agile work environment for our team.- Join a dedicated, forward-thinking and innovative culture- Grow with us, through opportunities for career development and progression- Contribute by giving back to your community through charities we partner with- Access to mental and physical health programs through our wellbeing portal and programs- Enjoy excellent employee benefits, including flexible working, purchased leave options and salary continuance insurance

Our Docklands office is the hub for our corporate functions within the Bega Cheese Group. Freshly renovated and looking brand new, you’ll enjoy lots of natural light and great facilities to take advantage of including a fully stocked fridge loaded with a range of Bega products We are right next door to Marvel stadium and some of Melbourne’s best restaurants, cafes and bars.

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