Customer Care Team Leader

**Introduction**:
Thanks for considering embarking on a journey with Pillow Talk We call it a journey because for many of our colleagues that's exactly what it's been. Whether you're interested in a horizontal or vertical career path, the opportunities at Pillow Talk are abundant - not even the sky is the limit.

By way of brief introduction, we are a well-established, on-trend home décor and linen retailer. From humble beginnings (some 45 years ago), we've scaled to 64 stores across Australia and we're still growing Our inspiration is drawn from the love and pursuit of comfort and immersing this beautifully simple concept into the lives of our customers. Home really is where the heart is, and for those of you who join us, that's just how you'll feel - at home

**Description**:
Now is your opportunity to be part of the Pillow Talk Fabric, by joining us in this highly exciting Customer Care Team Leader role, based at our Darra Headquarters. We are looking for a brand ambassador and a hugely personable role model, with a high degree of integrity and a relentless enthusiasm to deliver service that is nothing short of amazing

As the Customer Care Team Leader at Pillow Talk, you'll lead and inspire your team of six to deliver an exceptional customer experience every time and at every touch point. You'll motivate and guide the Customer Care team in the pursuit of their goals and agreed service levels, all whilst ensuring the customer experience never wavers. You'll be responsible for delivering operational success through strategic rostering of team, priority setting and delegation, and ensuring team members work in line with our standard operating procedures. More broadly, you will support the Customer Care Manager with bigger-picture department objectives and projects.

This is a Monday-to-Friday position, however, Customers often need to get in touch with us outside of standard office hours, so our Customer Care Operating hours are as follows:

- 8:00am - 6:00 pm Monday to Friday;
- 9.30am - 5.30pm on a Saturday; and
- 10.00am - 4.30pm on a Sunday.

A bit about you...
- Established Customer Care expert, with demonstrated experience in leading a team with a multi-channel customer care or contact centre position, or who has experience in leading a team within the Retail sector
- Confidence and knowledge in a broad range of enquiry handling, ensuring that the customer is always front of mind
- Shows commitment to every customer and makes a conscious effort to improve the customer experience
- Innovative with confidence to challenge ways of working to improve efficiencies amongst the team
- Ability to multitask and handle changing priorities
- Great listening and problem-solving skills
- Articulate communicator, who applies positive and influential language and tone to all their communication
- Self-motivated individual with a flexible approach to their work
- A great team player, who will anticipate the broader needs of the team and willingly step up to support
- An influencer who is highly personable, confident and with an outstanding ability to develop interpersonal relationships with our customers and colleagues
- Resilient through change and able to bounce back from setbacks quickly
- Open communication with confidence to address issues as they arise
- Demonstrates self-awareness and is open to personal and professional development

Why we think you should consider joining the Pillow Talk Tribe
- $65,000k plus Super and Incentives
- Monday to Friday position (with some occasional weekend work)
- 60% store discount after qualifying period - T&C's apply
- Free onsite parking
- Free access to an onsite gym, plus heavily discounted PT sessions
- 100% Australian-owned and operated company
- One of the largest linen and homewares specialists in the country
- Opportunities for further learning & career growth
- Warm, friendly & supportive work environment
- Passionate and knowledgeable team
- On-trend, high-quality products that make "selling" a true pleasure
- Family values and a culture of inclusivity and belonging

We are a Circle Back Initiative employer, which means we commit to responding to every person who expresses interest in working for us.

Pillow Talk are dedicated to equal opportunities for all and we aim to ensure no job applicant or employee receives less favourable treatment because of, or is disadvantaged by, any conditions or requirements that aren't justifiable, therefore please do let us know if you need any reasonable adjustments made ahead of your interview.