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Are you passionate about leading and mentoring a team to success? Then we want to hear from you!We currently have a fantastic opportunity for a Customer Care Team Leader based in Scoresby, Vic. Supported by the Customer Care Manager youll lead and support your team of Customer Care Consultants located in Melbourne in delivering exceptional service to our customers.Your role is pivotal in ensuring seamless operations, leading the team to provide exceptional customer service along with empowering a successful team. Youll oversee day-today activities, champion process improvement, and foster a culture of engagement within your team. You will also play a significant role in representing Customer Care with internal and external stakeholders and customers.Your key responsibilities will include, but are not limited to:Proactive engagement with Sales teams to understand customer feedback and needs and adjust service levels as appropriateActively contribute to driving a high-performance culture, including on-site face to face management of a teamMonitor team performance against KPIs and other indicators including customer and stakeholder feedback and proactively adjust to drive improved performanceIdentify needs & develop team members and successors, including regular coaching and feedback to staff - Drive a customer-first and continuous improvement mindset across the remitOptimise productivity while balancing quality customer outcomesWorkforce planning/real-time queue management within/ across teamsProactively identify & recommend improvement opportunitiesMonitor workflow through telephony queues, emails, and relevant business systemsManage performance and behaviours in alignment with company policiesAct as a point of escalation for both team members, stakeholders and customersRole model Blackwoods behaviours and adhere to HSW Regulations at all timesWhat you''ll bring to your new role:Previous experience leading a team with a focus on customer excellenceStrong leadership, coaching and development skillsProficient with Microsoft Office programs including Excel & PowerPoint (reporting required)Confident to collaborate with all stakeholders to resolve any issues and build relationshipsHigh level of attention to detail and excellent communication skillsCommercial acumenSelf-starter with plenty of initiative and desire to see tasks through to completionWhy Our Team Enjoys Being Part of Blackwoods:To ensure our employees feel valued, supported, and celebrated, we provide a range of employee benefits including:Discount membership cardfor Kmart, Bunnings, Officeworks & OnePassSuccessful Refer-A-Friend program earn up to $2,000 per referralOpportunity to contributeto organizational success through process optimization and workforce efficiencyBe part of a supportive and dynamic teamOpportunity to lead and shape customer experience initiativesCareer growth and development opportunitiesNEXT STEPSIf you meet most of the criteria listed above and would like to be considered for this opportunity, please send your application today. We will be contacting suitable candidates in the next two weeks so apply fast to avoid missing out!As part of our recruitment process and commitment to safety, you will be required to undertake background checks (which may include a pre-employment medical assessment involving drug & alcohol testing).Blackwoods also promotes diversity and inclusion across our workplaces and encourages applications from all backgrounds, including people from Aboriginal and Torres Strait Islander communities, the LGBTQI+ community and people with disabilities. #J-18808-Ljbffr