Job Title

The Careers are Better at Hungry Jack''s! Role Purpose Hungry Jacks is seeking a dynamic and personable Customer Care Team Lead to join our Operations Excellence team. In this pivotal role, you will lead a small, passionate team dedicated to delivering exceptional customer experiences. As the voice of the Hungry Jacks brand, youll engage with customers across multiple channels, including phone and email, turning challenges into opportunities and dissatisfied customers into loyal advocates. To succeed in this role, you will bring: Proven experience in a call center or customer service environment, with experience in a leadership or supervisory role. Strong communication and interpersonal skills with a friendly, professional demeanor. A proactive, solutions-focused mindset and the ability to remain calm under pressure. Technical proficiency in navigating multiple systems and platforms simultaneously. A passion for mentoring and developing others. A commitment to diversity, inclusion, and teamwork. Experience in training delivery and quality assurance is highly regarded Responsibilities Team Leadership: Inspire and guide a team of customer service representatives, fostering a positive and high-performing culture. Customer Engagement: Handle customer inquiries and complaints with empathy and efficiency, ensuring timely and effective resolution. Performance Management : Monitor team performance, provide coaching and feedback, and drive continuous improvement. Workflow Oversight: Manage call queues and ensure optimal staffing to meet service level targets. Training & Development: Deliver onboarding and ongoing training to ensure team members are equipped with up-to-date knowledge and skills. Quality Assurance : Implement and maintain quality standards to ensure consistent and exceptional service delivery. Reporting & Insights : Analyse customer feedback and team performance data to identify trends and areas for improvement. Escalation Management : Resolve complex or escalated customer issues with professionalism and care. Role Skills Leadership & People Management Coaching and mentoring team members Performance management and motivation Conflict resolution and team building Communication Clear and professional verbal and written communication Active listening and empathy Ability to communicate with diverse stakeholders Technical Proficiency Navigating multiple customer service platforms and CRM systems Using call centre software and reporting tools Troubleshooting basic technical issues Customer Service Excellence Handling complaints with empathy and professionalism Delivering consistent, high-quality service Turning negative experiences into positive outcomes Analytical & Problem-Solving Identifying trends in customer feedback Root cause analysis and proactive issue resolution Making data-driven decisions Organisational & Time Management Managing call queues and team schedules Prioritising tasks in a fast-paced environment Meeting service level agreements (SLAs) Training & Development Onboarding new team members Delivering refresher training Supporting continuous learning and improvement Collaboration & Teamwork Working cross-functionally with internal departments Supporting a culture of inclusion and respect Sharing insights to improve customer experience Experience Proven experience in a call center or customer service environment, with experience in a leadership or supervisory role. Experience with quality assurance processes and customer feedback analysis. Background in training delivery is a plus Key Relationships Internal Customer Care Team Members Provide leadership, coaching, and support to ensure high performance and engagement. Operations Excellence Team Collaborate on process improvements, reporting, and strategic initiatives. Marketing & Brand Teams Share customer feedback and insights to support brand reputation and campaign alignment. IT & Systems Support Coordinate on technical issues, system enhancements, and troubleshooting. People & Culture (HR) Partner on recruitment, training, performance management, and employee engagement. Restaurant Operations Teams Liaise to resolve customer complaints related to in-store experiences and ensure alignment on service standards. External Customers Engage directly to resolve inquiries and complaints, ensuring a positive brand experience. Third-Party Service Providers Coordinate with delivery platforms, call center vendors, or feedback tools as needed. Success Measures 1. Customer Satisfaction First Contact Resolution (FCR): High percentage of issues resolved on the first interaction 2. Team Performance Service Level Achievement: Meeting or exceeding response time and resolution targets. Complaints Per 10k Guests Quality Assurance Scores: Consistent adherence to service standards and communication protocols. 3. Leadership & Development Team Engagement: Positive feedback from team members in engagement or pulse surveys. Staff Retention: Low turnover and high retention within the customer care team. Training Effectiveness: Successful onboarding and upskilling of team members. 4. Operational Efficiency Process Improvement Initiatives: Implementation of new workflows or tools that enhance efficiency. Reporting Accuracy: Timely and insightful reporting that supports decision-making. Issue Escalation Management: Effective resolution of complex or high-impact customer issues. 5. Innovation & Initiative Proactive Problem Solving: Identifying and addressing recurring customer pain points. Contribution to Strategy: Input into broader customer experience or operations strategies.