AddressAbout us:
We’re the electrical and beauty brand creating good hair days, every day for people around the world. We have revolutionised hair styling since 2001 and have cemented ourselves as the global leader in hair styling products, with operations in over 30 countries. ghd has styled international catwalks and are the preferred product of top stylists, supermodels and celebrities around the world. We are renowned for our innovative products and cutting-edge designs, creating good hair days for all!
About the Opportunity:
Due to an internal project, we are looking for an experienced Customer Support Team Leader to join our team on an 8-month contract. Reporting to the Head of Operations, the Customer Support Team Leader is responsible for:
- Managing the ANZ customer service experience through the optimisation of systems and team effort through agreed SLAs
- Lead a team of multiskilled Customer Support and Technical Support Roles
- Drive high performance with effective management of multiple contact channels (email, calls, chat, WhatsApp)
- Coaching and mentoring the team including regular audits and customer survey management
- Ensuring effective WFM to maximise time and support efficiencies
- Preparing, presenting, and providing solutions based on data analytics with knowledge of customer statistic interpretation
- CX journey mapping and review for best outcomes, responsible for CSAT
- Working with the wider ANZ and Global team to collaborate on best practice with the CX in mind, utilising your strong communication and presentation skills to influence others
- Complaint resolution
About You:
- To be successful in this role we require an experienced Team Leader, with proven experience leading a team of Customer Service Professionals and/or Technical Support Teams (min 3 years)
- Experience of managing multi-channel, multi-skilled teams and a good knowledge/understanding of KPIs, Audits and setting SLAs to maximise CSAT
- Ability to coach and mentor the team to provide excellent customer support
- Change and Project Management experience with ability to lead effective change, including training
- Intermediate knowledge of CRM and ERP Systems and email management software – experience of Salesforce, Zendesk, Microsoft 365 and retail website order systems would be an advantage
- Strong interpersonal and communication skills, ability to influence others, solution driven mindset and lead teams to success
- Dispute resolution/escalation experience
- Knowledge or an understanding of Consumer Law would be beneficial
Why Apply:
- Have the chance to work with a globally renowned brand
- Flexible Hybrid working environment – 2 days a week WFH available
- Continuous learning & development opportunities
- Employee perks through corporate partnerships
- Employee discounts on our premium products
Have a good day, every day with ghd.
We’re passionate about innovation, not only in our products, but working to constantly innovate our place of work, creating an inclusive workplace that promotes and values diversity. Companies that are diverse in age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, and perspective are proven to be better companies. More importantly, creating an environment where everyone, from any background, can do their best work is the right thing to do.
