Team Leader

Feel proud to deliver excellent customer service in a role that really matters
- 20 weeks paid parental leave (primary carers) and 2 weeks paid partner leave
- Enjoy generous discounts on DuluxGroup products and through our corporate partnerships

**Our company**:
For over 100 years, the Dulux Paints & Coatings portfolio has been creating better homes while playing a critical role in protecting and improving the spaces and infrastructure we see every day. Consistently voted one of ANZ’s most trusted brands, our portfolio of iconic, premium brands includes Dulux, Cabot's, Berger, Acratex, British Paints and Porter's Paints. Our Paints & Coatings Brands are proudly part of the DuluxGroup, home to some of Australia’s most iconic brands and 8000 employees globally.

**About the role**:
The position is responsible for developing the Team of Customer Support Officers such that their interaction with customers and consumers on Fosroc, Emer, Flextool and Dulux Protective Coatings products leads to a great consumer experience.

This role will involve you overseeing the team in their day to day activities and ensuring they have the right training support and are enabled to provide high quality customer service.

**Key Responsibilities**:

- Leading and coaching a team to ensure excellent customer and consumer experience is delivered
- Assist with training requirements
- Monitoring KPI’s and development plans
- Monthly Meetings - KPI progress, Training requirements, Coaching opportunities, Communicate any updates / requirements
- Performance Agreements and Reviews
- Maximising conversion to the products and encourages loyalty to the brands involved.
- Ensuring telephone service levels and abandoned call rates are being managed, along with C4C Order / Claim Ticket Queue to ensure excellent customer and consumer experience
- Rostering, Leave and Attendance Register maintenance

**Benefits**
- Enjoy comprehensive, holistic health and well-being support, including our Wellbeing Hub and full EAP support
- Let us cover the gap for you, employees with private health insurance extras cover can claim up to $1000 out of pocket gap costs annually
- Give back to the communities in which we live and work, with our “Community Action Day” and other programs
- Market leading Learning and Development initiatives and genuine career pathways to accelerate your growth
- 20 weeks paid parental leave (primary carers) and 2 weeks paid partner leave available from the first day you start working with us.
- Feel truly valued through our employee recognition programs
- Enjoy generous discounts on DuluxGroup products and through our corporate partnerships

**Skills & Experience**:

- Ability to manage, motivate and lead a team
- Thrives in fast paced environment
- Problem solving and troubleshooting ability and capability to escalate where required
- Strong computer/digital skills
- Excellent verbal and written communication skills
- Ability to multi task and appropriately manage resources
- Strong Customer Service Experience - ideally contact centre based

**Imagine a better place**

Dulux Paints & Coatings is proudly part of the DuluxGroup, we believe in the power to 'Imagine a better place', and we want you to be a part of it

You'll work with over 50 iconic, trusted household brands with a 100+ year history, have the stability of working for a global company and your work will have a real impact. Join us and be part of our growth trajectory as we continue to expand our business globally and innovate in our industry.

At DuluxGroup, we foster a culture of inclusion, diversity, and flexibility. We care about your wellbeing, and we prioritise your safety in everything we do. You'll work alongside people who value your unique perspectives and contributions.

If you're ready to join a compassionate and collaborative workplace, your opportunity starts here.

**How to apply**:
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