Customer Care Manager

**Join an iconic Wesfarmers business, Australian leader in Industrial & Safety supplies**:

- **A fantastic opportunity for an ambitious individual, with ongoing career development**:

- **Permanent Full-Time role + Scoresby location + Outstanding employee benefits**

We have an exciting opportunity for a Customer Care Manager to join us in Scoresby VIC, leading a small closeknit team and providing outstanding customer service

**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. We celebrate diversity and encourage everyone to be themselves and make meaningful connections with their colleagues and customers, to contribute to our success and have a fulfilling career. 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.

**YOUR OPPORTUNITY**

Due to exciting growth in the business, we are looking for a dynamic **Customer Care Manager** to lead, coach and develop our high performing national customer care team based in **Scoresby VIC** to provide an exceptional level of service to all customers.

Your key responsibilities include, but not limited to:

- You will lead, coach and mentor a small team of 2 Customer Care leaders with approximately 10 Customer Care Consultants in each team
- Be responsible for the service excellence provided to a group of national customers
- Drive a culture of change through effective leadership of your people
- Demonstrate daily the Blackwoods values of Customer First, Accountability, Boldness, Openness, and integrity with every interaction
- Support and work collaboratively with the operation managers and key stakeholders to support the overall strategic plan
- Ensure customer care key performance indicators are achieved and customer service expectations are exceeded
- Be a project leader for your customer service-related projects and be an active member of the leadership team, contributing to the delivery of best practice in customer service initiatives

To be successful, you will have:

- Experience leading a customer service team in a high-pressure environment
- Passionate about leading, coaching, mentoring, and developing team members
- Lead by example promoting our ‘customer first’ value along with taking accountability and ownership of the team’s development and productivity
- Ability to make decisions and provide feedback to Team Leaders, Customer Care Consultants and key stakeholders
- Review processes and procedures ensure regular/consistent improvements are implemented and rolled out to the business
- Ability to communicate effectively with key stakeholders to help facilitate high levels of customer service across the customer care teams
- Exposure to the industrial industry will be highly regarded

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**CULTURE & BENEFITS**

A career with Blackwoods will offer you rewarding experiences, opportunities for growth and the chance to help more Australians build a better Australia.

We have a diverse, inclusive, and safe workplace where all our team members feel empowered to connect and make a meaningful difference to our customers, communities, and colleagues. To ensure our employees feel valued, supported, and celebrated, we provide a range of employee benefits including:

- Flexible and hybrid work arrangements
- Competitive salary and bonus structures
- Onsite parking, team events and celebrations
- Option to purchase 4 weeks additional annual leave
- Team member discounts on Wesfarmers products
- Discounted offers from over 300 corporate partners
- Generous Wesfarmers Annual Share Plan
- Attractive parental leave policy and more

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**NEXT STEPS