Customer Service Team Leader
GWA Group, Australia
Job Description
Requirements
***This role is only open to current GWA employees***
We’re looking for a dynamic, consumer-focused Customer Service Team Leader to join our Prestons based Customer Service team on a permanent, full-time basis.
Reporting to our Customer Service Manager, you’ll enable the Customer Service team to achieve our key goals of focusing on proactive outbound activities, whilst driving efficiency and performance in outbound activities.
Some of your key responsibilities will include:
- Providing strong direction to the State Customer Service Teams - articulating and driving clear expectations in terms of professional conduct, customer engagement, consistency, efficiency, and service performance.
- Building relationships with internal stakeholders including other departmental managers and customers, suppliers, employees and support departments to maximise business effectiveness.
- Ensuring customers’ expectations are met, wherever their location by establishing and maintaining ongoing compliance to standardised SOP’s and performance targets.
- Identifying and driving continuous improvement initiatives, innovations and new projects in all areas of the department.
- Ensuring all activities and processes are developed with the end customer in mind, whilst promoting a customer centric culture and measuring relevant business KPIs accordingly.
- Developing and maintain external relationships with state-based stakeholders including customers, suppliers, business partners, industry regulators, government authorities, employer groups, unions and local communities.
About you
Our successful candidate will:
- Have extensive experience in a Customer Service Management role.
- Demonstrable experience in motivating teams and being a hands-on leader.
- Be highly computer literate and self-motivated.
- Be driven and positive in their outlook, with exceptional communication skills.
The deal
Aside from a supportive, collaborative culture where you’ll be set up for success and know that you’re making a real difference from day one, we’ll also offer you:
- Hybrid working options
- Competitive remuneration and bonus structures
- An immersive onboarding program to set you up for success
- Opportunities to learn and grow through our Learning amp; Development programs
- Paid parental leave program
- ‘Great Rewards’ program - exclusive access to discounts and cashback rewards at your favourite stores
- ‘Bathrooms amp; More’ program - great discounts on a wide range of our products
- Volunteer and Community Service Leave
- Option to purchase additional annual leave
As well as other great benefits like discounted health insurance, financial advice, annual flu vaccinations, access to a range of online fitness programs via our Wellbeing Centre...and much more!
What’s it like to work with us?
Culture is key for us, and our people come from a variety of backgrounds and industries. We all share a common purpose of bringing to life all three of our cultural pillars: We are Customer Focused; We are One Team and We Care For Each Other. Our passion and dedication are evident in how we work together to ensure everyone achieves our goals and that we all play in a role in making GWA a great place to work.
Our success is driven by a global team that share a passion to be the trusted and integrated solutions partner in the delivery of sustainable water solutions for bathrooms, kitchens, and laundries.
GWA is on a journey from Good to Great, and we are looking for people who are excited by change and want to make a difference. We care for each other and encourage people to take the lead to deliver superior solutions for our customers and consumers.
Our purpose
Since 1886, the experts at GWA have designed innovative, high-quality products for homes and offices. We have market leading, iconic brands including Caroma, Methven, Dorf and Clark.
As an ASX listed company, at GWA our purpose is to make everyday water experiences extraordinary. Water scarcity affects all communities and given that our consumers enjoy experiencing our products every day, we are proud to help save millions of litres of water each year.
Join us
Build your career with us and work with great people, great brands and a business with a history of strong growth. All you need to do is hit the apply button and be part of a company that is focused on delivering great customer experiences!
GWA Group does not dis