Customer Care Lead

**The Careers are Better at Hungry Jack's**

**Role Purpose**:
**To succeed in this role, you will bring**:

- **Proven experience in a call center or customer service environment, with experience in a leadership or supervisory role.**:

- **Strong communication and interpersonal skills with a friendly, professional demeanor.**:

- **A proactive, solutions-focused mindset and the ability to remain calm under pressure.**:

- **Technical proficiency in navigating multiple systems and platforms simultaneously.**:

- **A passion for mentoring and developing others.**:

- **A commitment to diversity, inclusion, and teamwork.**:

- **Experience in training delivery and quality assurance is highly regarded**:
**Responsibilities**:

- **Team Leadership**:Inspire and guide a team of customer service representatives, fostering a positive and high-performing culture.**:

- **Customer Engagement**:Handle customer inquiries and complaints with empathy and efficiency, ensuring timely and effective resolution.**:

- **Performance Management**: Monitor team performance, provide coaching and feedback, and drive continuous improvement.**:

- **Workflow Oversight**:Manage call queues and ensure optimal staffing to meet service level targets.**:

- **Training & Development**:Deliver onboarding and ongoing training to ensure team members are equipped with up-to-date knowledge and skills.**:

- **Quality Assurance**: Implement and maintain quality standards to ensure consistent and exceptional service delivery.**:

- **Reporting & Insights**: Analyse customer feedback and team performance data to identify trends and areas for improvement.**:

- **Escalation Management**: Resolve complex or escalated customer issues with professionalism and care.**:
**Role Skills**:
**Leadership & People Management**:

- **Coaching and mentoring team members**:

- **Performance management and motivation**:

- **Conflict resolution and team building**:
**Communication**:

- **Clear and professional verbal and written communication**:

- **Active listening and empathy**:

- **Ability to communicate with diverse stakeholders**:
**Technical Proficiency**:

- **Navigating multiple customer service platforms and CRM systems**:

- **Using call centre software and reporting tools**:

- **Troubleshooting basic technical issues**:
**Customer Service Excellence**:

- **Handling complaints with empathy and professionalism**:

- **Delivering consistent, high-quality service**:

- **Turning negative experiences into positive outcomes**:
**Analytical & Problem-Solving**:

- **Identifying trends in customer feedback**:

- **Root cause analysis and proactive issue resolution**:

- **Making data-driven decisions**:
**Organisational & Time Management**:

- **Managing call queues and team schedules**:

- **Prioritising tasks in a fast-paced environment**:

- **Meeting service level agreements (SLAs)**:
**Training & Development**:

- **Onboarding new team members**:

- **Delivering refresher training**:

- **Supporting continuous learning and improvement**:
**Collaboration & Teamwork**:

- **Working cross-functionally with internal departments**:

- **Supporting a culture of inclusion and respect**:

- **Sharing insights to improve customer experience**:
**Experience**:

- **Proven experience in a call center or customer service environment, with experience in a leadership or supervisory role.**:

- **Experience with quality assurance processes and customer feedback analysis.**:

- **Background in training delivery is a plus**:
**Key Relationships**:
**Internal**:

- **Customer Care Team Members**
**Provide leadership, coaching, and support to ensure high performance and engagement.**:

- **Operations Excellence Team**
**Collaborate on process improvements, reporting, and strategic initiatives.**:

- **Marketing & Brand Teams**
**Share customer feedback and insights to support brand reputation and campaign alignment.**:

- **IT & Systems Support**
**Coordinate on technical issues, system enhancements, and troubleshooting.**:

- **People & Culture (HR)**
**Partner on recruitment, training, performance management, and employee engagement.**:

- **Restaurant Operations Teams**
**Liaise to resolve customer complaints related to in-store experiences and ensure alignment on service standards.**:
**External**:

- **Customers**
**Engage directly to resolve inquiries and complaints, ensuring a positive brand experience.**:

- **Third-Party Service Providers**
**Coordinate with delivery platforms, call center vendors, or feedback tools as needed.**:
**Success Measures**:
**1. Customer Satisfaction**:

- **First Contact Resolution (FCR)**:High percentage of issues resolved on the first interaction**:
**2. Team Performance**:

- **Service Level Achievement**:Meeting or exceeding response time and resolution targets.**:

- **Complaints Per 10k Guests**:

- **Quality Assurance Scores**:Consistent adherence to service standards and communication protocols.**:
**3. Leadership & Dev