Customer Experience Lead

4 days ago

Hawthorn East, Australia Coles Group Full time

We’ve been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 team members and a portfolio of iconic brands. At Coles Group, you’ll not only get to make a difference to millions of Aussie lives—you’ll also get to see your impact.

**About the Team**:
Central Operations keeps our business moving. Our team cares for, supports, and empowers our retail teams across the country. We help them be at their best, so they can deliver the best experiences for our customers every day.

**About the Role**:
This role plays an integral part in supporting our stores as we change the way we do customer service. Support our retail teams in our move towards self-service check outs, guide the usage of our new loss prevention technology and help our teams embrace any other exciting innovations within our stores. Through visiting stores across Victoria, and other locations around the country, you will run training sessions and make sure our retail teams are equipped to continue providing top shelf customer service in this changing environment.

Your primary role will be building and delivering training content to customer service teams as well as rostering and training other trainers, reviewing old and creating new training content.

You will also:

- Support the National Change and Transformation team with coordination and execution of all Service innovation activities.
- Coach, guide and support Customer Service Managers in achieving performance metrics through effective mentoring
- Spend a considerable amount of time traveling the country to visit stores that are doing new and exciting things

**About you and your Skills**:
You will have:

- A deep understanding of proactive customer service
- Demonstrated experience in delivering and facilitating complex programs
- Strong leadership skills, including the ability to mobilise and motivate teams
- Possesses a driver’s license and able to travel to stores for business reasons

With us it’s not about the discounts (although you do get those), it’s about joining a team where your wellbeing and professional development is invested in and celebrating your contributions is the norm. And because everyone leads unique lives, we offer flexible work including work from home, additional leave and parental leave entitlements.

Job ID: 86542

Employment Type: Full time
LI-KK1

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