Customer Care – Team Leader

We are looking for a passionate and inspiring Team Leader to join our rapidly growing Customer Care team, helping to ensure our customers have a seamless experience every time, regardless of the complexity of their issue!  

This role offers a Tuesday to Saturday roster, based in our Support Centre in Richmond, with a 50% hybrid working model that provides the work-life balance you may be looking for.

The Role You Could Play

Leading a team of our Customer Care Specialists, you will be responsible for ensuring we are delivering the ultimate customer experience, tailored to the individual customer’s needs, every single interaction, across all contact channels. You will be responsible for keeping your team motivated and engaged, as well as to identify and recommend improvements to processes and policies to best meet the needs of our customers. 

You will also be the first point of escalation for customers issues received via the Customer Care contact channels and will be responsible for providing innovative solutions to go above and beyond for customers wherever possible, modeling the high level of service expected across the department.

Key responsibilities of this role include:  

• Provide daily direction and communication to ensure enquiries are answered in a timely, efficient and knowledgeable manner
• Transform your team to be results-driven and to take accountability for meeting and exceeding service standards 
• Assess and develop procedures, policies and standards to ensure we remain ahead of industry trends
• Implement coaching plans based off individual needs and development

Your analytical, interpersonal and people management skills will be called upon from day one as we continue to take our customer service experience to the next level!  

What You Will Bring

As a Team Leader, you have a strong understanding of the importance of policies and procedures as well as a best practice understanding of customer service principles and methodologies. You will demonstrate a passion to lead, nurture and motivate your team to continuously focus on providing exceptional customer service as we adapt in an ever-changing and fast-paced environment.   

You will be able to demonstrate the following:   

• Experience within Contact Centre or Customer Care environment - essential
• Experience with Live Chat, Ticketing and cloud-based PBX systems 
• Strong problem-solving and decision-making skills with a drive for continuous improvement 
• Excellent understanding of retail policies and procedures 
• Exceptional time management and attention to detail abilities
• Experience in people leadership with a strong understanding of policies, coaching and development
• Proven technical skills including proficiency in Microsoft Office Suite
• Familiarity with ERP & CRM systems  

You will also be able to demonstrate strong interpersonal skills and ability to work with all levels of management, build partnerships, especially with customers, stores, managers and direct teams.

Your Life At MECCA 

Whilst we are singularly focused on our #CustomerFirst mantra, we know that wouldn’t be possible without an incredible team that is guided by our MECCA values and motivated each and every day to be solutions focused, innovative, collaborative and adaptable, and have a bit of fun along the way!

Some of our other team member benefits include: 

• Professional development programs and first-class digitised learning offering 
• Health and well-being initiatives
• Reward and recognition programs
• Access to bonus and incentive programs 
• Quarterly product allowance 
• Unlimited 40% discount 

There are also so many other ways in which you’ll be made to feel part of the MECCA story as we love to celebrate, surprise and delight our team along the way. 

To learn more about life at MECCA Brands, follow us on LinkedIn at MECCA Brands or @lifeatmecca and for all current opportunities, visit www.mecca.com.au/careers