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Customer Care Team Leader

3 weeks ago

Canning Vale, Australia Blackwoods Full time

Monday-Friday Full-Time Permanent opportunity working with a friendly team
- Competitive salary, bonus structure, shares and our fantastic WorkPerks
- Join an iconic Wesfarmers business, Australian leaders in industrial supplies

**YOUR OPPORTUNITY**

As a motivated, passionate and results driven **Team Leader** you will join a high performing customer care team, servicing the Mega Mining division of Blackwoods.

You will be responsible for leading, coaching and developing the team, to provide an exceptional level of customer service and solutions including support to the national Mega Mining Customer Care, Sales and Operational departments.

You will manage escalations and ensure the departments KPI’s are met with your direct team, and Customer Care Consultants within your region.

Your key responsibilities include, but not limited to:

- Uphold company values and contribute to leading and driving an engaged and supported team
- Contribute to ongoing development and coaching through leadership routines
- Ability to ensure timely reviews of performance management plans and people strategies to improve productivity quality and customer service standards
- Establish positive and constructive working relationships with internal and external stakeholders to ensure customer focused outcomes
- Support the leadership of a customer care team to meet KPI expectations and customer satisfaction
- Proactively look for ‘better ways of working’ to implement and integrate process improvements in line with national customer care strategy
- Lead the safety agenda by ensuring the team understands and meets their safety requirements

To be successful, you will have:

- A dynamic and people orientated leadership style
- A customer centric and innovative approach
- Previous experience leading a customer service team in a collaborative environment
- Proven ability to coach, mentor and develop team members
- Outstanding communication skills coupled with the ability to adapt communication style to suit the internal/external stakeholders needs
- Previous experience on implementing process improvements to improve KPI’s

**CULTURE & BENEFITS**

To ensure our employees feel valued, supported, and celebrated, we provide a range of employee benefits including:

- Competitive salary and incentives
- Flexible and hybrid work environment
- Fully-maintained company vehicle with laptop and phone
- Generous Wesfarmers shares every year
- Ability to purchase up to 4 weeks’ additional annual leave
- Excellent refer a friend program - earn up to $2,000 for each referral
- Regular team events, celebrations and development opportunities
- Team member discounts on Wesfarmers products (Kmart, Bunnings, Target & Officeworks)
- Discounted offers from over 300 corporate partners (for travel, dining, retail etc)
- Attractive paid parental leave policy for primary and secondary carers

**OUR STORY**

Blackwoods is Australia’s leading supplier of industrial and safety supplies. For over 140 years, we have supported businesses big and small with our range of over 300,000 products from the world’s best brands. From the Sydney Harbour Bridge to the railway and your local mechanic, we supply what our customers need when they need it, along with unparalleled expertise and service from our passionate team.

With a national footprint of over 50 branches and 6 Distribution Centres, our people are at the heart of everything we do. Being a part of the Wesfarmers group, also means that we have endless opportunities to make a difference, so join us, and let’s help more people build a better Australia.

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