Customer Care Team Lead

**Brighter Futures Start Here**

As Australia and New Zealand's biggest and most loved retailer, we’ve been brightening up everyday life for families for over 50 years. At our stores, distribution centres, and offices in Australia and New Zealand. All around the globe. Our diverse and inclusive 47,000 strong team come together for a common cause. Giving families easy access to our on-trend products and incredibly low prices - it’s the heart of everything we do.

As a leader in the retail market, we’re optimistic about our future and yours. We’re relentless in our pursuit for results, but changing at a rapid rate, giving you challenging work that you’ll be proud of. We celebrate your uniqueness and individuality. Because at Kmart it’s not just what you do, it’s who you are that makes every day living brighter.

**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. At Kmart, there is loads of opportunity for growth and development while working in a fun and engaging team.

**What you’ll be doing**
- Execute day-to-day activities including customer escalations, coaching and quality analysis to a high standard, addressing any risks and recognising wins consistently, fairly and with urgency.
- Drive a high performing, customer first culture through effective coaching, personalised one on one sessions, performance reviews, constructive feedback, and tailored individual development planning.
- Deliver an exceptional customer experience by ensuring streamlined, proactive, and effortless interactions, addressing complaints relating to products, in store experience and policies.
- Facilitate effective team meetings and huddles to enhance communication, address challenges, and foster a collaborative team environment, ensuring team members have the information they need and feel supported and heard.
- Be enthusiastic and resilient by working effectively in a high-pressure environment, demonstrated by an approach which is characterised by motivation, energy, encouragement, and inclusiveness.
- Be a brand ambassador for Kmart, embodying our values and positively promoting the brand in a multichannel customer service environment.

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

- Prior leadership experience in a contact centre setting, preferably managing customer complaints.
- Proven ability to ‘self-start’ and lead by example to organise a complex workload with a flexible and agile approach.
- Experience in investigating, de-escalating, and resolving customer complaints.
- Demonstrated ability to communicate and work effectively and empathetically with customers, peers and stakeholders.
- 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 and Target
- 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 everyone gets 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

**We’re here to make everyday living brighter**

From humble beginnings in Burwood East, Victoria, in 1969, we’re now an essential part of 300 communities, and proud of it From bedding to apparel to kitchenware and beyond. We’re designing and creating the products people reach for every day. In-store, online, or Click & Collect - getting the products we love into the hands of happy customers is what we aim to do best. From the remote outback to coastal towns and big cities, and everywhere in-between. We’re progressive in our pursuit to create seamless customer journeys for satisfied shoppers.

**A place you can belong**

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