Customer Experience Team Leader

Job title : Customer Experience Team Leader
Location : Melbourne, Melbourne, Victoria
Salary : $85,000-$90,000
Contact name : Bridgette Meaden
Contact email : bmeaden@sharpandcarter.com.au
Job reference : 1131495
About the role

Our client is seeking an experienced Customer Experience Team Leader who has worked in a target-driven environment and understands the key CS metrics of how to drive a team to perform in a very fast-paced and dynamic environment. If you are looking for a STEP UP, love working and leading teams in Customer Service and want to be a part of a fast-growing Australian business, then this could be the role you have been looking for! 

Responsibilities

Reporting to the Group Head of Loyalty, you will manage and lead a dynamic and fast-paced team of Customer Service Consultants to achieve business-critical goals, and deliver exceptional customer experience for all stakeholders. Your responsibilities will include but not be limited to;
  • Manage all aspects of the Customer Service team
  • Manage and oversee the daily operation, workflow, resources, output, and administration to be in line with business goals and daily targets
  • Coordinate and lead team meetings, and liaise with team leaders
  • Implement projects, improve processes, and drive positive change and best-practice in an agile environment
  • Train and develop Customer Service consultants and implement development plans and career progression plans
  • Coordinating orders, deliveries, and logistics
  • Manage budgets and work towards business targets
  • Manage all key metrics and reporting for the Customer Service team to ensure optimal performance
Skills / Experience

Our client is seeking a vibrant and passionate Customer Service Team Lead who will bring a motivated and agile attitude to this role, and drive continuous improvement and excellence in customer experience. You will be highly skilled in the following areas;
  • Managing and leading a large and dynamic customer service team to achieve excellence in all areas, with experience in a customer service management role
  • Skilled in driving improvement and working across a multitude of projects
  • Demonstrated understanding of customer service/call center metrics and reporting
  • Excellent communication and stakeholder management skills, with the ability to work in a collaborative team
  • High level of attention to detail and the ability to follow through with all work, and go above and beyond
  • Ability to create, plan, monitor, and execute action plans
About the client
Our client is a true leader in the retail footwear space and has an excellent reputation across the National Market. Conveniently located in the inner suburbs, this is an excellent opportunity for an individual with experience in a similar role to join a fantastic and inclusive team.

To apply please follow the link below or for a confidential discussion please phone Bridgette Meaden - 0484 381 458
bmeaden@sharpandcarter.com.au