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Customer Care Supervisor

3 weeks ago

Sydney, Australia Scentre Group Full time

**Customer Care Supervisor**

**Our Story**

Scentre Group is the owner and operator of 42 Westfield living centres in Australia and New Zealand; partnering with the world’s leading retail and luxury brands to create a unique shopping and leisure experience for our customers. A career with us fosters the chance to be a part of a company that is transforming the digital and physical retail space.

Every day, our people play a vital role in our purpose to ‘create extraordinary places, connecting and enriching communities.’

**Your opportunity**

We have an exciting opportunity for a Customer Care Supervisor who will be responsible for solving customer inquiries with a customer service excellence ethos. You will ensure high levels of customer service are consistently demonstrated and will deliver the day-to-day KPIs and SLAs across the Customer Care Centre operations. Having an overall reasonability for the operations on a shift-by-shift basis health & wellbeing.

**_This role is being offered as a permanent full time role, located at our Parramatta office. Onsite parking offered. _**_* Shift times are tailored towards evenings. Shift 3pm - Midnight Sunday - Thursday
- and other role is a Tuesday - Saturday roster with some nights required
- _**

A day in the life looks like:

- Lead the delivery of customer service excellence, setting priorities and aligning goals across the teams.
- Manage day-to-day customer contact centre operations maintaining and driving agreed business KPIs and SLAs to approved budgets ensuring that we have the right balance of specialists vs. workload.
- Solve day-to-day customer service operations maintaining and achieving agreed business KPIs and SLAs.
- Identify strategies for improvement and expansion across all areas of the business.
- Ensure compliance to the policy and procedures such as privacy, data integrity and documentation.
- Ensure compliance with customer service financial targets.
- Identify and implement opportunities for process improvement to ensure best practice is applied across the full field operations process.
- Making sure that all specialists are aware of new products.
- Using business knowledge investigate, troubleshoot, and resolve customer service inquiries.
- Contribute to an environment of customer service excellence.
- Ensure adherence to continuous workplace health and safety cultural improvement through championing the culture of “people protecting people”
- Ensure all company policies and procedures are always adhered to for self and team.

**What will set **you **apart from the rest?**
- Work in a fast pace environment while providing excellent customer service.
- Train, motivate, and lead a team.
- Strong customer service ethos.
- Must have excellent leadership, organizational and multi-tasking skills.
- Ability to problem solve on the fly to quickly resolve customer escalations.
- Ability to motivate others and provide consistently great results in difficult circumstances.
- Operationally focused background.
- Ability to work independently to achieve expected results with a minimum of supervision
- Strong organisational skills.
- Strong communication skills with focus on clear verbal communication.

**What sets **us **apart from the rest?**
- A collaborative culture
- Diverse career paths across our vertically integrated business
- Ability to innovate in a company that not only encourages it but will facilitate it
- Competitive benefits including 18 weeks parental leave, volunteer days to work with our charity partners, health and wellbeing discounts and the ability to purchase extra annual leave

Our diverse and inclusive workforce is not only something we’re proud of, but something we’re committed to. We encourage and support our people to bring their ‘whole selves’ to work every day. This is because we believe all our differences contribute to our success and ensures a workforce that reflects the customers we serve. Our commitment is backed by executive and employee-led working groups including All Abilities, LGBTI, Mental Health & Wellness and Gender Equity alongside other initiatives such as our Reconciliation Action Plan to grow our Aboriginal and Torres Strait Islander workforce.