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Form of workHome to iconic retail brands including Rebel, Supercheap Auto, BCF and Macpac, Super Retail Group is transforming to become a world class omni-retailer. You will work with a team who are as passionate about their work and our products as our customers are about their own leisure interests, be it Sports, Health, Fitness, Auto or Outdoor Leisure.
ABOUT THE ROLE
The Customer Care Centre is central to the ongoing success of our business. Spanning four locations across Australia and New Zealand the ongoing team of 90 and peak period team of up to 150 provide support to our customers and customer insight to our business.
Super Retail Group are seeking an experienced and talented Customer Care Centre Team Leader based in our Brendale office in Brisbane. This great opportunity is a MONDAY-FRIDAY role within business hours only. NO WEEKEND WORK REQUIRED.
The role will be responsible for coaching, supporting, leading, and motivating a team of Customer Care consultants who are based both in the office and remotely. You will aid with delivering and enhancing an outstanding customer service experience across channels which may include inbound and outbound voice, email, webchat, social media and/or emerging channels.
You will be reporting to the Operations Manager, who is super motivated and ambitious to succeed and lead you into one of the best working environments. As such, we are seeking for the next sparkle to join this growing team. If you are dreaming of a role that will lead you to the next phase of your career, then this is the role for you.
YOUR RESPONSIBILITIES will include, but not be limited to:
- Foster a culture of positive and open communication within the team to maintain a clear understanding of the group, divisional and business Unit vision, purpose, and strategy
- Identify development and coaching opportunities to uplift team capability and nurture any deficiencies
- Actively mentor and develop direct reports, provide coaching and feedback on a regular basis, whether it be, informal, regular one on one catch ups and formal performance reviews
- Contribute to creating & maintaining a motivated, committed, and productive workplace that aligns to SRG values and behaviours
- Analyse results and performance, and determine strategies to improve growth, retention, service capability and performance
- Take an active role in improving the business by participating in programs, projects and initiatives.
ABOUT YOU
- Demonstrated ability to coach, guide, support and develop team members to improve and maintain consistent performance
- Experience with leading a team to success
- Experience with working in a large volume call centre
- Demonstrated professional work ethic with a proven ability to adapt to change
- Ability to discuss risk management and compliance responsibilities with direct reports
- Proven experience in successfully leading a team in a high-volume customer service work environment
- Ability to navigate systems and technology SAP, Salesforce, AWS, Dimensions, Microsoft office
- Excellent communication and strong organisational skills to provide direction to the team
THE REWARDS & BENEFITS
- Commitment to your progression and career growth
- A generous bonus rewards program – talk to us about our Reward and Recognition
- Promoting work life balance through flexible work practices – ask us about flexibility
- Generous Team Member Discounts across all Super Retail Group brands
- Perks Program including discounts on health and well-being, entertainment, travel, accommodation and more
As an Equal Opportunity Employer, Super Retail Group strives to create an inclusive environment for all employees. We welcome applicants from diverse backgrounds to apply to any of our vacant positions. Talk to us about flexible working.
Please follow the link to apply today, closing date may change
