Customer Care Team Leader

Join an iconic Wesfarmers business, leaders in industrial & safety supplies
- A fantastic opportunity for an ambitious individual + ongoing career development
- Permanent full-time role, working in a friendly & supportive teams based in Canning Vale

**OUR STORY**

Blackwoods is Australia’s leading supplier of industrial and safety supplies. For over 140 years, we have supported businesses big and small with our range of over 300,000 products from the world’s best brands. From the Sydney Harbour Bridge to the railway and your local mechanic, we supply what our customers need when they need it, along with unparalleled expertise and service from our passionate team.

With a national footprint of over 50 branches and 6 Distribution Centres, our people are at the heart of everything we do. Being a part of the Wesfarmers group, also means that we have endless opportunities to make a difference, so join us, and let’s help more people build a better Australia.

**YOUR OPPORTUNITY**

A fantastic opportunity has become available for a motivated, passionate, and results driven **Customer Care Team Leader** to join our high performing team servicing the Mega Mining division of Blackwoods.

The Customer Care Team Leader is responsible for leading, coaching and developing the team, to provide an exceptional level of customer service and solutions including support to the national Mega Mining Customer Care, Sales and Operational departments.

You will manage escalations and ensuring the departments KPI’s are met with your direct team, and Customer Care Consultants within your region.

Your key responsibilities include, but not limited to:

- Create a high-performing, supportive and engaging environment and drive a positive culture and behaviours through the Blackwoods values
- Provide your team of customer care consultants with ongoing development and coaching whilst driving performance through detailed personal development plans, side by side coaching and structured monthly one-one's to ensure all team members are meeting the minimum requirements of their role and responsibilities
- Manage underperforming employees using a formal process to identify areas of difficulty, clearly define expected levels of performance or behaviour, implement performance improvement plans, provide support and ensure timely reviews of performance and plans
- Emgage with key stakeholders across the business to ensure key performance indicators are achieved and customer service expectations are exceeded
- Be responsible for building your team of customer care consultants' capability and ensure they are reaching their quality and KPI expectations through coaching and sharing of knowledge
- Proactively look for ‘better ways of working’ to implement and integrate process improvements in line with national customer care strategy
- Ensure the highest level of customer satisfaction is maintained by ensuring customer feedback and queries are followed up and satisfactory solutions are obtained for both the customer and the business
- Lead the safety agenda by ensuring self and team understand, adhere to and work towards meeting their HSE responsibilities as advised in the GetSAFE 3.1 HSE Accountabilities, Responsibilities and Authorities Standard

To be successful, you will have:

- Previous experience leading a complex customer service team in a high-pressure environment
- Proven ability to coach, mentor and develop team members
- Outstanding communication skills coupled with the ability to adapt communication style to suit the internal/external stakeholders needs
- Previous experience on implementing process improvements to improve KPI’s

**CULTURE & BENEFITS**

A career with Blackwoods will offer you rewarding experiences and opportunities for growth and development. We have a diverse, inclusive, and safe workplace where our team members care about each other and enjoy building meaningful connections.

To ensure our employees feel valued, supported, and celebrated, we provide a range of employee benefits including:

- Competitive salaries and incentives
- A range of diversity and well-being initiatives
- Ability to purchase up to 4 weeks additional annual leave
- Team events, celebrations, and development opportunities
- Team member discounts on Wesfarmers products
- Discounted offers from over 300 corporate partners
- Generous Wesfarmers annual share plans
- Attractive parental leave policy and more

**NEXT STEPS**

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