Customer Care Centre Supervisor

4 days ago

Acacia Ridge, Queensland, Australia Sime Darby Full time $90,000 - $120,000 per year

Company :

Hastings Deering (Australia) Ltd

About the Role

Hastings Deering is seeking a Customer Care Centre Supervisor to lead our Level 1 Customer Care team at Beaudesert Road on a permanent, fulltime basis. This role is pivotal in driving our Customer Experience (CX) and Digital strategies, ensuring our Customer Care Centre (CCC) operates as a key enabler across the business.

As part of the CCC leadership team, you will play a critical role in strategy execution, change management, and team development. You'll set the standard for visible leadership, uphold our values, and ensure the success of our transformation objectives.

Key Responsibilities

  • Establish and oversee the sustainability of Hastings Deering's Level 1 support function within the Customer Care Centre.
  • Expand and scale Level 1 service offerings to meet evolving customer and business needs.
  • Develop and maintain work instructions for all Level 1 enquiries, initially covering:
    • Parts: Support calls routed via Cisco skills-based call system.
    • Digital: Inbound customer support calls and outbound education to strengthen self-serve capability.
  • Deliver exceptional customer experience by managing performance metrics including agent occupancy, queue abandonment, wait times, call handle times, and quality standards.
  • Provide both strategic and hands-on leadership to ensure high-quality, cost-effective service delivery.
  • Coach and guide Level 1 agents, as well as provide indirect leadership to Parts Administration and Parts Officers where required.
  • Identify and implement training, development, and coaching opportunities for team members.
  • Drive the execution of CCC change initiatives, adapting to business direction where required.
  • Act as a visible leader who consistently upholds company values and behaviours.

About You

To succeed in this role, you will bring:

  • Tertiary qualifications in business, commerce, or equivalent experience.
  • Minimum 2 years' experience in a call centre or customer-focused environment.
  • Strong understanding of parts, equipment or related industry experience
  • Proven experience in real-time call centre management.
  • Minimum 2 years' experience in digital solutions or automation, with strong digital proficiency.
  • Demonstrated leadership experience (direct or indirect).
  • Knowledge of systems such as AX, Cisco Webex Contact Centre, CRM, and Workforce Optimisation software (highly regarded).
  • Knowledge of Caterpillar operations, services, and products (advantageous).

Why Hastings Deering?

At Hastings Deering, our people are at the heart of everything we do. When you join us, you'll access:

  • Employee discounts, rewards, and incentive programs.
  • Income protection insurance.
  • Flexible working arrangements supporting work-life balance.
  • Health and wellbeing programs, including EAP, free health checks, and discounted private health insurance.
  • Training, mentorship, and career development opportunities tailored to your role.
  • A supportive, inclusive, and diverse team across Australia and beyond.

How to Apply

Click 'Apply Now' to submit your application.

Enquiries:
Contact Person: Talent Acquisition Partner – Celeste Middleton

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