Head of Consumer

About the Role

Team Global Express (TGE) is seeking a highly skilled and experienced Head of Consumer to join our Service team. In this newly created role, you will be responsible for supporting and embedding the implementation of our new operating model within our customer contact centres, ensuring that our services meet the expectations of consumers. You need to be highly collaborative with both internal stakeholders and outsourced partners to realise opportunities for productivity efficiencies and drive continuous improvement to meet the organization's goals.

Primary skills and responsibilities:

- Drive performance and productivity, delivering operational services that meet customers’ need and service standards.
- Collaborate with internal and external stakeholders through the development and implementation of process and quality improvements positively impacting the team and customers.
- Improve customer experience by analyzing current processes, automating, digitizing, training employees, monitoring and measuring the customer experience.
- Continuously improve the customer experience by gathering feedback, implementing new ideas and communicating with customers.
- Employ influencing strategies that persuade key stakeholders to take action.
- Ensure the successful implementation of change initiatives for the Consumer service team, assuring the desired benefits are achieved through 100% adoption by the team members, managing change resistance through targeted actions.
- Develop processes which ensure external providers’ and delivery partners’ inputs enable the attainment of critical service level agreements.
- Resolve operational issues, including identifying root core issues, analysing the impact and managing solutions to mitigate the risk of reoccurrence.
- Deliver operational excellence by enabling direct reports and their teams to facilitate continuous improvement in the administration and servicing of customers consistent with industry standards, regulations and customer experience requirements.

About You

This role is for a strategic-minded individual with management of consumer improvement. You have a passion for customer service, a desire to lead a professional and fun team, and a proactive, driven attitude. You are ready to bring your ideas and enthusiasm to make a difference in this team and company. Strong communication skills, as well as the ability to manage people, will be key to success in this role.
- Proven experience in a similar role, leading teams and driving change within a consumer service environment
- Strong background in vendor partnerships
- Strong leadership, communication and interpersonal skills
- Experience in managing budgets, resources, and projects
- Ability to think strategically, with a focus on results and achieving goals
- Strong problem-solving and analytical skills
- Experience in process improvement and change management
- Able to analyze data, connect divisions, network within the company, and conduct root cause analysis.

Diversity and Inclusion

We celebrate difference.
- Why Team Global Express - Team Global Express

We believe nurturing a diverse and inclusive workplace, which celebrates different points of view and gives everyone the chance to contribute, as we build to a bigger and brighter future.

As an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status.

To be considered, you must be entitled to work in the specified country and be prepared to undertake pre-employment checks including a criminal history check and medical assessment.

It’s never been a more exciting time to join our team.

As we transform into a truly iconic Australian business, your opportunities for growth with us are limitless.

To find out more about us, visit

About - Team Global Express