Customer Support Manager

**Brighter Futures Start Here**

We are an inclusive team who power two of the most iconic and loved brands, Kmart and Target. We have more than 50,000 passionate individuals across our stores, distribution centres, and offices around the globe.

With our brands touching the lives of almost two million customers every week, you'll feel the impact of the work you'll do every day. As a leader in the retail market, we're optimistic about our future and yours. We're changing at a rapid rate, giving you challenging work that you'll be proud of.

**Join the team**

Are you an experienced contact centre manager and people leader with a passion for customer service and team development? At Kmart Group, we're committed to delivering exceptional experiences to our customers and team members. We're currently seeking a Customer Care Support Manager to lead and inspire our Customer Care Complaints and Communities Teams, driving performance, engagement, and continuous improvement across our service teams.

**What you'll be doing**

As a Customer Support Manager working for Kmart you will:

- Working hours will be 8:30am - 5:00pm Monday to Friday
- Lead and mentor the Customer Care and Community Team Leaders, fostering a culture of accountability, collaboration, and continuous learning.
- Manage escalated customer issues with empathy and sound judgment, ensuring timely and effective resolution while identifying opportunities for systemic improvements.
- Oversee quality assurance processes to ensure customer interactions meet high standards, meet regulatory requirements and insights are used to identify coaching and performance improvement opportunities.
- Collaborate with the CX Enablement Team to analyse performance metrics, identify trends, and implement strategies that enhance both customer satisfaction and operational efficiency.
- Drive innovation by identifying pain points in the customer journey and proposing creative, customer-centric solutions.
- Champion change by communicating new initiatives clearly and ensuring they are embedded effectively within the team.
- Contribute to strategic planning, helping to shape the direction of the Customer Experience & Care function and achieve key performance indicators.

**To be successful in this role you'll have**:

- A minimum of 5 years' experience in contact centre leadership, with a proven ability to inspire and guide teams.
- Strong leadership and coaching skills, with a focus on building capability and fostering engagement.
- Proven ability to manage regulator, discrimination, privacy, and other high-risk complaint types.
- Proficiency in Microsoft Office Suite, CRM systems, and contact centre technology.
- Creative and collaborative problem-solving skills.
- High attention to detail and strong organizational skills.
- Ability to manage personal effectiveness and maintain composure under pressure.
- Commitment to continuous improvement and professional development.

**Benefits we'll offer you**:

- Flexible hybrid working options through our Flex Where, Flex When, Flex Well policy.
- A team member discount card that gives you a discount at Kmart, Target Officeworks and Bunnings
- Access to the Kmart for You benefits program which entitles you to exclusive discounts and benefits in the areas of entertainment, travel, lifestyle, and health - with over 60 suppliers
- We want you to feel rewarded for your commitment and hard work that's why eligible team members get the opportunity to participate in a bonus program
- We offer inclusive parental leave, and ongoing support offered though our partnership with Circle In for team members of all backgrounds and family circumstances
- A dynamic learning and support program
- Opportunity to fast track your career through our Mentor Program as a Mentee or Mentor
- A Kudos recognition program, where you are nominated by your peers to spin a wheel, to win a stack of cool prizes
- Great career opportunities across the broader Wesfarmers Group

LI-Hybrid