Address1. The Organisation
Glen Dimplex Australia Pty Ltd is part of the Glen Dimplex Group which was founded in 1973 and considered the world's largest electrical heating business and holds significant market positions in the domestic appliance industry worldwide. With an annual turnover of AU$2.8 Billion, the Group employs over 10,000 people.
Glen Dimplex remains privately owned and finances its on-going expansion from its own resources. Fundamental to its success, is a policy of continuous investment in building brands, constant product innovation and providing its customers with the products which they aspire to
2. Position Overview
Responsible for the supervision of Customer Support Agents. Day to day management of Customer Support teams focussing on productivity and performance monitoring of staff, in line with strategy direction as provided by Head of Customer Support. Ensuring Customer Support processes are relevant and adhered to, identifying process improvement opportunities.
The role covers a number of areas, including but not limited to:
- Leading and mentoring Customer Support agents, including providing first level escalation support
- Ensure excellence in customer experience by driving speed to answer communications
- Evaluate calls against the quality monitoring framework and provide coaching to improve results
- Train, coach and develop new hires, to ensure speed to competency
- Deal with complex telephone and written enquiries
- KPI development, implementation and management
- Rostering and capacity planning for Customer Support Team
- Liaison with internal and external stakeholders in order to deal with service related escalations
- Maintain and adhere to OH&S procedures
3. Qualifications, Experience and Selection Criteria
Qualifications and Experience
- 3+ years supervisory experience
- 5+ years experience in home appliance product
- Strong computer skills with a willingness to learn to new systems
Essential personal attributes
- Strong leadership skills
- Ability to work collaboratively with peers and reports
- Excellent communication skills
- A technical aptitude with the ability to problem solve
Essential for all roles
- A full unrestricted Australian work permit or visa
If you are ready to contribute your skills to a company dedicated to setting the standard for Customer Support, please submit your application via our internal HR platform using the following link:
https://glendimplexau.bamboohr.com/careers/46?source=aWQ9MjI%3D
Glen Dimplex Australasia is an equal opportunity employer, celebrating diversity and committed to fostering an inclusive environment for all employees.
