Customer Service Manage

2 weeks ago

Hawthorn East, Australia Coles Express Full time

Working in retail is fast-paced, and at Coles Express for Viva Energy Retail, the rubber really hits the road. It’s not a typical 9-5, so you can easily blend life and work. And as part of a small station team, you’ll enjoy the variety and speed that offering convenience to local and on-the-move customers brings.

**About the team**:
Coles Express has recently been acquired by Viva Energy Retail, Australia’s largest single branded convenience and retail network.

Viva Energy Retail is a mobility and convenience division of Viva Energy Australia with a high-quality national network of fuel and convenience stores located in metro, regional and on main transport routes, and provides an advantaged position to serve the on-road and local suburban convenience markets.

**About the role**:
The Customer Service Manager will be accountable for the delivery and improvement of Customer Service across Viva Retail Site Operations through the development of training and recognitions programs and the various systems and initiatives that drive this.

You’ll also:

- Design and implement training, engagement and Reward & Recognition programmes to focus the site and leadership teams on customer service
- Own the development and delivery of business change programs to lead improved customer service for customers.
- Take ownership for measurement and engagement of customer service metrics and results
- Create a network of experts to champion the focus teams and lead the delivery of the Customer Service strategy
- Plan for continuous improvement in how the business measures service
- Lead product knowledge learning across our sites

**About you and your skills**

You are an experienced Customer Service professional ideally with experience in a retail (or similar) setting as well as exposure to L&D across wide and diverse teams. You will also have well as demonstrated experience in designing, managing / leading process, and systems improvement work, preferably at a national level.

You’ll also have:

- Strong organisational and time management skills to be able to effectively network across all business areas
- Change management experience within a retail setting
- A strong track record of developing and implementing strategy that delivers exceptional results
- Ability to analyse and interpret complex data and financial reporting to present in a simple and meaningful call to action

**Fuel your next move**:
**IMPORTANT**:
LI-BU

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