Address At Chemist Warehouse, we believe that customer service is not just a department, but a mindset that defines our brand. As a Customer Service Team Lead, you will embody this ethos, driving your team to exceed expectations and leave lasting positive impressions.
When you join Chemist Warehouse, you're joining one of Australia's largest Community Pharmacists and with that, comes great staff discount across all of our brands; Chemist Warehouse, mychemist, Ultra Beauty, House of Wellness, mybeautyspot, ePharmacy as well as discounts across hotels, Samsung products and novated leasing!
As part of the Customer Service team, the incumbent will be expected to demonstrate and reflect our values around Safety, Teamwork, Accountability, Respect, Integrity, and Service through their everyday conduct and behavior.
PRIMARY FOCUS
The primary focus and responsibilities of this role are:
Lead and influence a team of Customer Service Officers to deliver a superior level of service.
Ensure customers are responded to in a timely manner in all interactions.
Coordinate escalated customer feedback.
In conjunction with Customer Service key stakeholders, develop and continually improve front line agents.
Assist with the recruitment of Customer Relation Specialists and Customer Service Officers.
Reporting directly to the Customer Service Supervisor, the Team Leader will be expected to complete all activities in a timely manner to meet the business needs, including the provision of a superior level of customer service and meeting key performance indicators.
KEY RESPONSIBILITIES
Leading and Coaching
Work collaboratively with key stakeholders to deliver a superior level of service.
Lead a team of Customer Service Officers to meet agreed business performance metrics.
Coach and develop Customer Service Officers by providing feedback, recognition, and performance management.
Conduct analysis on gaps or areas of opportunity to develop Customer Service Officers.
Resolve complex and escalated customer feedback, gathering information and recording actions and outcomes.
Lead and influence others to follow agreed standards, ensuring adherence to regulatory requirements and internal standard operating procedures.
Report on the progress of Customer Service outcomes.
Teamwork and Relationships
Build relationships with immediate team and peers, working together to achieve the best outcomes.
Create strong relationships with both internal customers, external customers, and suppliers to deliver results.
Establish open, effective, and honest communication between others and seek constructive resolution to conflict.
Work safely, understand, and consider the impact on others.
Establish and maintain strong relationships with relevant stakeholders in the Group.
General Responsibilities
Clearly understand where they fit into the safety culture and act to ensure a safe working environment.
Follow company policies and processes to ensure work is delivered safely, on time, and to a high standard.
Be proactive and take ownership of responsibilities as well as following through on commitments.
Show personal commitment, taking action to continually improve the business.
Treat everyone with respect and fairness in all interactions, no matter their position in the company.
Inspire respect by matching words with action.
Perform any other duties as required by the business.
Personal Attributes
Values-driven and leads by example.
Highly motivated and preparedness to take the initiative.
Seeks to solve problems.
Results-driven, seeking out opportunities for continuous improvement.
Good organizational skills and the ability to multitask.
Capacity to plan, prioritize, and work to deadlines.
Good written and verbal skills.
Ability and resilience to adapt to changing priorities and situations.
Enjoys collaborating and working on multiple projects.
The successful applicant will be required to meet a satisfactory National Criminal History Check outcome.
Due to the amount of applications, only shortlisted candidates will be contacted.
Selection Criteria
Essential: Do you have the right to work in Australia?
Essential: If successful in gaining this role, are you willing to undergo a National Criminal History Check?
Contact Person
Recruitment Services
Alternate Contact Person
Sandra Connell
Closing Date
22/03/2024
Please note that this position will close at 11:45pm on the closing date. Please ensure your application is added before this time as we do not accept late applications.
