Customer Service Supervisor

4 days ago

Sydney Central Business District, Australia THE ICONIC Full time

**Customer Service Operations Supervisor**

At THE ICONIC, we issue the call to live your way, to liberate yourself from meaningless constraints. It's time to reach for a better tomorrow, to spend less time searching and more time finding. We are inclusive and inspiring and - as your go-to destination for fashion, sport, beauty and more - we exist to liberate our customers through choice.

Our Customer Service Team works across 4 locations - Sydney HQ, our Fulfilment Centre, our Production Hub and Manila. Our goal is to provide each and every one of our customers with an effortless experience. We hold ourselves to high standards in our service levels, while always having fun It's one of the primary departments within THE ICONIC who has touchpoints with almost every aspect of the business and is a great area to develop an understanding of how e-commerce works.

**What's involved**

This is a newly formed role with the goal of providing overall operations support to the Customer Service Operations Manager, co-leading our Sydney CS team located across our HQ in Pitt Street Sydney, and at our FC in Yennora. You will be responsible for the overall performance of these two teams, driving both key metric adherence while focusing on ensuring a positive customer experience. This role reports directly into the Customer Service Operations manager for THE ICONIC.

**You will be responsible for**:

- Overseeing all team KPI's including customer satisfaction, service levels and efficiency measures to ensure standards are being met
- Analysing data to understand team performance and areas of opportunity
- Coaching and development of team members to reach their full potential
- Identifying areas of opportunity in our internal processes to enhance customer experience and increase efficiencies
- Collaborating with the CS leadership team and other departments across the business to share customer insights and pain points to drive change
- Collaborate with our CS Leadership team in Manila to ensure we align on our internal goals and support one another where needed
- Ownership of customer escalations ensuring problems are followed through to resolution
- Over-seeing all recruitment requirements within the team and sourcing the best talent
- Ensuring the smooth running of our day-to-day operations

**About you**
- 2 years + experience in a Customer Service environment as a CS Manager or similar leadership role
- A passion for customer experience - you are all about the customer
- A strong understanding of CSAT and NPS within the Customer Service team
- Someone who can foster talent by coaching, mentoring while always raising the bar
- Experience in managing a diverse and dynamic team - you will enjoy empowering your team and their individual strengths
- Strong written and verbal communication skill - you will have a way with words
- Someone who is flexible and agile - no two days are ever the same, which is what makes this role so exciting day is the same and we don't operate like a standard call centre
- A deep understanding of customer and operational business complexities
- Experience in workforce management/ rostering preferred
- A process improvement mindset You challenge the status quo and always look for ways to improve how things are done
- Someone looking to develop their skills within the field of Operations

**Life at THE ICONIC...**

**Additional Information**:

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