Customer Contact Centre Manager

Customer Contact Centre Manager

**Location**:
Belmore

Employment Type:
Full-Time Permanent

Department:
Digital - Marketing & Innovation - Management
- Work flexibly and remotely if you like - work from anywhere
- Take your career even further with Pickles
- Be a leader in this exciting next phase of Pickles' growth

Is there nothing you like better than to see your team functioning like a highly engaged well-oiled machine?

Do you love dealing with all types of people and thinking creatively about how to help them?

Are you a cool, calm and collected natural-born problem solver?

If so, you're the Customer Contact Centre Manager we're looking for. We are looking for a person who can create, and manage, our newly formed Customer Contact Centre composed of the Call Centre teams and the Leads team. Your role is to be the lighthouse; to support and guide these teams of people to deliver amazing customer service. You're able to adapt your management style to different types of personalities, and you know how to best support their strengths to achieve shared goals.

As we are progressing through our huge transformation into an e-commerce business. We're striving to be the go-to place to buy a secondhand asset. This means that we're improving our tech, aligning our services and using design thinking to adapt to a better digital experience. Forward thinkers and go-getters thrive in our growing business and we are always looking at ways we can improve.

As you know, we are in the process of centralising all forms of customer contact. You'll be leading a team that fits into a larger group dedicated to meeting customer success; you are there when our customers need you.

**As the manager, you will firstly**:

- Assess the technology requirements and get those wheels moving
- Assess the customer needs and design processes to efficiently wow them with our standard of service
- Design ways to measure, monitor and analyse success criteria for ongoing improvement

**In collaboration with your team leaders you will**:

- Empower your team to make every customer contact memorable
- Create a learning culture within the team
- Keep those who need to know in the loop
- Be a change maker and constantly ask 'why' to uncover areas for improvement
- Encourage open and honest communication within your team

**As a newly created team, you'll be able to sink your teeth into**:

- The challenge of continuously evolving the team and its processes
- Thinking creatively to solve problems
- Collaboration with the wider marketing and innovation team
- Being brave enough to challenge the existing processes
- Sharing call centre insights and trends to improve the customer journey

**We'd like to hear from you if you**:

- Enjoy helping a broad range of people to find the solutions they want
- Previous contact center experience managing teams
- Have a proven track record of making data-informed decisions
- Have shown that you can organise work and resources to meet performance requirements and balance team workloads
- Are comfortable adapting and responding to the changes and curveballs that arise
- Enjoy working with likeminded teammates and have fostered high levels of engagement in your teams
- Love learning how to use new tools and platforms
- Have knowledge of CRM systems and their benefits

Joining the Customer Team has great perks In this role, you have the flexibility to work from the comfort of your own home in trackies or in one of our many branches (or Head Office) - we are happy to work around you

**ABOUT PICKLES**

We are continuing to innovate the way consumers and businesses can sell, auction and purchase a wide range of cars, recreational goods, industrial equipment and machinery and damaged stock. Our mission is to create trusted marketplaces where everybody wins by delivering value through relationships, simplicity and expertise. Our culture is truly unique - there is genuine mateship, loyalty and passion. We proudly employ over 800 employees across 22+ locations in Australia and Malaysia.

Choose to further your career with Pickles and become a trusted and valued expert in your field with us today