Customer Service Team Lead

**Here’s a bit about us**:
Our community of passionate customers, known as Angels, empowers gifted independent winemakers in Australia and New Zealand. In exchange, Angels gain exclusive access to superb hand-crafted wines at incredible prices.
Our innovative approach addresses key challenges faced by talented winemakers, providing them upfront funding, distribution channels, and direct connections with consumers. By streamlining the sales and marketing approach, Naked Wines delivers exceptional value to our customers and supports 65 independent winemakers. Talented, hard-working small business owners who in turn, support growers, farmers and their own local communities.

Naked Wines Australia is based in Manly on Sydney’s stunning Northern Beaches (and remotely too) and of course, you can be assured there is great wine flowing

**We believe in**:

- Doing the right thing
- Generating extreme customer loyalty
- Which generates cash, which can be reinvested in growth
- Which attracts the best people and the best suppliers

As a leading player in the direct-to-consumer wine market, Naked Wines is reshaping the way Australians and Kiwis wine. If reading all that fires you up, then you’ve found the job for you

**What’s the role?**

At Naked Wines, Customer Service Team lead means you’re 2IC (2nd in Charge) of, and responsible for the largest team in the organisation; all inbound and outbound customer service, Customer Happiness Team: CHT.

The primary aim of the team is to help and educate our amazing customers (we literally call them Angels), to get the most out of being a Naked Wines Angel - Spreading the ‘Naked word’ with a proven track record of great service, keeps our Angels coming back for years to come.

Reporting directly to the Head of Operation and Service, you’ll be responsible for the day-to-day running of the service team; motivating, training, and assisting in offering strategic direction.

**Responsibilities**:
Leadership and Team Management:

- Lead and inspire a team of customer service representatives, fostering a high-performance culture and ensuring a positive work environment.
- Manage and support the team in their day-to-day responsibilities, providing guidance, coaching, and feedback.
- Develop and implement training programs to enhance the skills and knowledge of CS team members.
- Set performance goals, conduct performance evaluations, and address any performance issues or conflicts.

Customer Service Operations:

- Oversee all customer service operations, ensuring the timely resolution of customer inquiries, complaints, and issues.
- Monitor customer interactions and guide CS team members on handling complex or escalated cases.

Customer Experience Enhancement:

- Work closely with other departments to improve the customer experience and resolve any systemic issues impacting customer satisfaction.
- Identify trends and patterns in customer feedback and proactively implement solutions to address them.

Communication and Reporting:

- Act as a point of contact for escalated customer issues and provide timely and appropriate resolutions.
- Prepare and present regular reports on customer service metrics, team performance, and customer feedback to HOS
- Communicate effectively with internal stakeholders, providing updates on customer service operations, challenges, and improvements.

**Requirements**:
**Who are you?**
- Dynamic, motivated and results-driven people manager
- Ambitious, creative, a problem solver who knows how to push the envelope to deliver results
- Negotiation and motivational skills
- Passionate about delivering an outstanding experience for both team members and customers alike
- Thrives on working in a fast-paced environment
- Innovative and always looking to challenge the status quo
- Team player
- Good sense of humour

**We’ll love you because you**:

- Enjoy working as part of a team with a flexible and service-focused approach
- Can exercise good judgement and discretion
- Have a strong knowledge of events, functions and internal Naked Wines processes
- Can manage multiple projects/events at once
- Have your finger on the pulse by being proactive in either contacting customers and/or are innovating ways in which to build events for inbound contacts

**Benefits**
- Competitive Salary
- Attractive Performance based bonus plan
- Long Term Incentive Program (Employee Share Scheme)
- Monthly Wine Allowance