The Role

The purpose of this role is to support the delivery of high quality customer service to Woolworths customers. This role will contribute to a team culture of service excellence through effective leadership. Keeping the customer at the forefront of all decision making, this this role will also help to identify ways to enhance the customer experience.

Your Responsibilities

• Manage the daily running of the service line, ensuring that high quality and accurate support is provided to customers
• Lead a team of Customer Care Representatives and Team Leaders, developing overall team capability
• Drive people productivity and high performance through objective and KPI setting aligned to target Service Levels
• Identify continuous improvement opportunities for the service line and the overall contact centre through monitoring
• service performance and analysing trends
• Manage and lead a group of Team Leaders to achieve individual objectives and support job and career development
• Liaise with stakeholders to support the team through change management when required
• Manage costs, including identifying savings opportunities where possible
• Foster a collaborative working environment across all service delivery lines
• Provide ‘triage’ support where required

Skils & Experience

• 3-5 years experience managing a team
• Experience managing a team within a Contact Centre model desirable
• Experience in a customer service environment
• Strong relationship management background
• Passion for working in fast paced, customer focused service environments
• Strong communication and interpersonal skills