Customer Care

Department: Marketing - ANZ- Location: North Strathfield, AU, 2137- Job Function: Marketing - ANZ- Employment Type: Full timeAt The Arnott’s Group, you’ll work with a diverse team who align with our values and are passionate and empowered to perform at pace and achieve big things. Alongside genuine people, you’ll enable the local production of quality products including Tim Tams, Campbells Soup, Shapes, V8 juice, Vita-Weat, Scotch Fingers and many, many more. which you also get to enjoy.

We are proud of our legacy, but we aren’t stopping here Collaborators, innovators, and agile thinkers with a curious mind thrive here. Be part of a future which is full of delicious moments created locally, by you

**The Opportunity**

Working with a team of 3 agents, we are looking for an experienced customer experience operator to lead the CX transformation strategy and execution through new technology and software.

The Customer Care & Quality Manager must have the ability to lead and resolve high profile product recall and crisis management issues, lead a cross functional project team and keep senior stakeholders updated and informed.

**The Accountabilities**
- Develop daily objectives/KPI’s for the call centre’s day-to-day activities and share end of week results with commentary to Manager.
- Hire, coach and provide training to personnel to maintain high customer service standards as well as a highly motivated and engaged team.
- Ensure customer interactions and any quality issues are responded to professionally and accurately in a timely manner.
- Strengthen quality of reports using different data platforms to listen to consumer feedback trends and formulate strategic business recommendations.
- Work collaboratively with key stakeholders to ensure clear actions against consumer feedback trends.

**The Ingredients for Success**

Just like you can’t make a Tim Tam without chocolate, there are a few essential ingredients we need for this role:

- Excellent organisational and leadership skills with a problem-solving ability.
- Knowledge of performance evaluation and customer service metrics.
- Proven leadership skills with strong communication and interpersonal skills
- Solid understanding of reporting and budgeting procedures.
- Highly organised and able to multitask.

**Culture and Perks**

We stand for high performance with integrity and find moments of pride and celebrate the wins gained from our collective effort. These are part of our culture and the cornerstones of The Arnott’s Way. When you join our team, you can expect to experience a real sense of belonging, be empowered with accountability, be recognised for your contribution, collaborate with great people and enjoy the following perks:

- Prioritise your physical, mental and financial wellbeing with discounted Health Insurance, home loans, gym memberships and access to our employee assistance program.
- Free parking for all employees, easily accessible to the office by public transport, onsite showers and secure bike parking.
- From the sustainability strategy to our Inclusion & Belonging work, there are ways to make a difference to people and the planet.

**To Apply**

If this sounds like your next opportunity, please follow the link and apply. The Arnott’s Group unites a collection of leading consumer brands connected by our purpose, to create delicious moments. We recognise that creating delicious moments for a diverse range of consumers is only possible if our workforce reflects the consumers we serve. We are an equal opportunity employer - because it’s right for our consumers, our business, and our people.
- *We do not accept unsolicited resumes from agencies*_