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Customer Service Team Leader

Metcash - Crestmead, QLD

Customer Service & Call Centre
Source: uWorkin


At Metcash, we’re the power behind an independent Australia. For almost 100 years we’ve been proudly supporting local, family-owned businesses – sticking up for the little guys and helping them become the best stores in town. Today we’re Australia and New Zealand’s leading independent retail partner and wholesaler in the food, liquor and hardware sectors. And while we may be large, we’ll always be locals at heart

Job Description

As the Team Leader you will effectively and efficiently manage ALM (Australian Liquor Marketers) Customer Service functions within our Crestmead office. Your main responsibility is to direct interface between distribution and our retailers for problem/issue resolution.

On top of that you will champion the training of your direct reports and lead ongoing cross training of staff in all aspects of our customer service functions. As the team Leader it is you will be the escalation point for any internal and external requests including complaints and unresolved transactions and conflicts from customers.

This role is a 24-Month Fixed Term Contract

What You’ll Do

Manage the day to day operations of a customer call centre

  • Maintain effective relationships with internal and external customers.
  • Develop an in-depth knowledge of ALM processes and services to provide the most precise information to customers and internal stakeholders.
  • Make prompt decisions daily and follow through with appropriate action to the satisfaction of the customers.
  • Identify internal and external issues and assist in preparing and managing ALM responses in a professional and effective manner

Manage and maintain reporting relevant to Customer Service
  • Generate and maintain information provided to the Customer Service Team for inclusion in enriching the quality of the data collated to assist in efficient resolution of cases and assist in manages escalations.
  • Report on issues in a timely manner and make recommendations for improvements in procedures based on trends, re-occurrences, observations and experiences in the department.

Under continuous improvement of Customer Service processes and procedures
  • Assist the Customer Service Manager in evaluating the effectiveness of the Customer Service activities and assist in identifying initiatives in working smarter and working together across the business
  • Drive customer conversion of manual orders and claims to more efficient processes through the web portal and back office systems.

Lead a team of customer service officers
  • Lead a team of customer service operators; up-skilling employees through training, managing succession planning and ensuring performance management processes are completed within the required time frames
  • Ensure efficient allocation, supervision, management and development of a team of customer service operators.

Maintain open lines of communication
  • Liaise with internal key stakeholders regarding customers’ requirements, to ensure orders are dispatched and issues identified to assist in minimizing re-occurrences. .
  • Ensure professional and courteous liaison with various internal stakeholders and external customers, MSO’s and other stakeholders by all customer service staff.

Ensure safe working practices are undertaken in the warehouse
  • Ensure safe working practices are adhered to, promoting safety policies and procedures on an on-going basis.

What You’ll Bring
  • Proven experience in a management role, previous Customer Service Experience preferred. Call centre experience would be an advantage.
  • Advanced working knowledge of MS Office and Excel a must
  • Excellent verbal and written communication skills
  • Demonstrated ability to write clearly and edit accurately for production of quality, easily understood information for a variety of internal and external audiences.

What We Can Offer You
  • Training and Development
  • You can make a difference and shape what this iconic Aussie brand stands for
  • Fun Team

So, roll up your sleeves and bring your best self to work, and we’ll give you the support you need to develop a rewarding career and make your mark on the future of retail.

Make your Mark!

Metcash is the power behind Australia’s most successful independent retail brands

Crestmead, QLD

Customer Service & Call Centre


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