Customer Logistics Capability Lead

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world's biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.

What does that mean for you? You'll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You'll help change how goods get to market and contribute to global sustainability. You'll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our

Hybrid Work Model

**Job Description**:

- Are you passionate about improving customer experiences through innovative training solutions?_

CHEP (a Brambles Company) is seeking an enthusiastic Customer Logistics Capability Lead who wants to make a meaningful impact on Customer Service Capabilities to join our team in Macquarie Park, Sydney

What's in it for you?
- Join a global, ASX- listed Market Leader in Sustainability, Supply Chain and Logistics
- Enjoy researching, developing & providing expert coaching & development tools & techniques for Customer Service Representatives, fostering a culture of excellence
- Experience a values-driven & and inclusive culture with a flexible hybrid work environment

What you'll be doing:

- Collaborate with the Call Centre Team Leader to provide operational guidance and support, ensuring our Customer Service Representatives excel in their roles.
- Tailor training pathways to individual and team needs, fostering growth and skill development.
- Promote best practices to elevate team capabilities and foster a culture of excellence.
- Utilize creative training methods to engage and empower team members effectively.
- Provide expert support in resolving customer inquiries, complaints, and escalations, maintaining our high service standards.
- Develop and maintain customer service procedures, policies, and standards to ensure consistent excellence.
- Align training initiatives with the strategic direction of the Customer Service team, contributing to their success.
- Deliver comprehensive training to equip our team with the knowledge and skills for current and future roles.
- Prioritize safety in all training activities, ensuring a Zero Harm environment.

What you can bring to the Role:

- Ideally a Tertiary Qualification in Training, Cert IV Workplace Training & Assessment, Project Management, or related field
- Experience in documenting Customer Service processes and procedures (process mapping), with a focus on developing valuable training materials.
- Proven ability to build & deliver effective, engaging training programs (including change management initiatives) across multiple channels.
- Impressive data analytics skills that will drive insights and improvement plans.
- An impressive track record in Coaching & Training within a high-volume contact center environment.
- A confirmed talent for stakeholder engagement and collaboration.

We value creativity, collaboration, and curiosity, and we are looking for someone who shares these values and can help drive our ambition to create a positive work environment that's fascinated with fostering Supreme Customer Value

More about CHEP, a Brambles Company:
CHEP is part of Brambles Limited, a global leader in supply chain logistics employing more than 12,000 people in 60+ countries. As a pioneer of the sharing economy, we are one of the world's most sustainable logistics businesses. Brambles and CHEP platforms are the invisible backbone of global supply chains, primarily serving the fast-moving consumer goods, fresh produce, beverage, retail and general manufacturing industries. Our circular business model facilitates the 'share and reuse' of the world's largest poll of reusable pallets and containers. We connect people with life's essentials every day in a nature-positive way.

CHEP Australia offers a range of employee benefits including a competitive salary, bonus opportunities, a supportive learning and development culture and a wide range of opportunities to assist you in achieving your career aspirations.

CHEP Australia, as part of Brambles, provides you unparalleled opportunities to advance and accelerate your career - we're large enough to take you anywhere and small enough to make sure you get there

**Benefits**:

- Work for an accredited Global Top Employer in Australia
- Flexible Hybrid working environment
- Paid volunteer leave for those who wish to volunteer their services to a community organisation - 3 days per annum
- Reward and Recognition Program to celebrate outstanding achievements of our people through a number of different delivery methods
- Employee discounts with