Team Leader

Grays has an opportunity for a highly motivated and experienced customer service professional to join us as our Team Leader - Customer Service. In this role you will manage a small team of local Customer Experience Specialists as well as work with the offshore customer service team in managing daily processes and tasks, managing escalations, troubleshooting issues, and assisting with training and quality. You will work collaboratively with the relevant stakeholders to ensure that performance meets Grays target customer service metrics and will recommend improvements to continually enhance our customer service quality. Reporting to the General Manager - Customer Service within a dynamic and interesting business, you’ll have the opportunity to really make an impact on the efficient and effective management of customer service tasks, processes and projects.

This role offers excellent flexibility with a hybrid working arrangement - giving you the benefit of on-site connection and collaboration balanced with the flexibility to incorporate working from home into your routine every week, if that suits you.

**In this role you will be responsible for**:

- Leading the team to deliver excellent customer service.
- Proactively following up on cases to ensure resolution within target timeframes.
- Managing escalations, investigations and refunds in accordance with customer service guidelines.
- Assisting with customer service improvements across the business, including participation in project teams.
- Coordinating tasks and processes with the outsourced team.
- Assisting with the training and coaching of the offshore team as required.
- Taking a proactive role in ensuring the achievement of metrics and KPIs, quality assurance and continuous improvement.
- Contributing to a positive, proactive, customer focused and accountable culture at Grays.

**We’re looking for someone who has**:

- Demonstrated experience leading a team of customer service professionals.
- Experience in delivering high quality service interactions.
- The ability to establish and maintain positive and productive relationships with stakeholders.
- Excellent written and verbal communication skills.
- High level interpersonal skills, with a approachable and collaborative approach.
- The ability to manage and meet efficiency and quality targets.
- Exceptional problem-solving and dispute resolution mindset and skills.
- The ability to remain positive and lead by example in challenging situations.
- Strong experience and knowledge in Australian Consumer Law.

**What’s in it for you?**
- Progress your career in a dynamic and growing Australian ecommerce company.
- Enjoy a range of perks such as monthly vouchers to spend at Grays, regular BBQ breakfasts, recognition, discounts and free parking available at most of our sites.
- The opportunity to learn and develop through participation in Grays projects, people leadership sessions and access to a wide range of online learning modules.
- Grays is committed to supporting flexibility for all employees, whether they work behind a desk or in our warehouses and yards. Our _Flex at Grays _flexibility guidelines help our people to get the balance right for your individual circumstances in the context of your role and team. At Grays, our starting position with flexible work requests is “how _can _we”. Ask us about flexibility at Grays in your interview.

**About Grays**

Grays is an Australian online retail and auction company, offering a huge range of consumer, industrial and commercial goods, direct from manufacturers and distributors. We offer our customers great value and convenience and our vendors an efficient alternative sales channel.

We employ around 400 people throughout Australian in our network of warehouses, distribution centres and offices.
- Please note, all; successful applicants will be required to undergo right to work, bankruptcy and Australian Criminal History checks. Only short-listed applicants for this role will be contacted._

**Job Types**: Full-time, Permanent

**Benefits**:

- Employee discount
- Referral program
- Work from home

Schedule:

- Monday to Friday

Application Question(s):

- How many years' experience do you have as a customer service team leader?
- What is your expected annual base salary?
- How much notice are you required to give your current employer?

Work Authorisation:

- Australia (required)