Customer Care Team Leader

Overview

CUSTOMER CARE TEAM LEADER

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WHAT IS A/AN CUSTOMER CARE TEAM LEADER?

The Customer Care Team Leader is responsible for:

• Managing their team in the day-to-day engagement with customers to provide solutions that fit individualised situations.

• Prioritising the customers' needs at each step of the process.

A. Team Leadership & Escalation

• Set the tone and pace for the Customer Care team, fostering a motivated, customer-focused, and productive work environment.

• Lead and support the customer care team in delivering exceptional service across all communication channels, including phone, email, live chat, SMS, and social media.

• Collaborate with Senior Management to identify process improvements and implement best practices within the customer care function.

• Oversee the use of multiple systems (e.g., M3, Magento, Fluent, phone and email platforms, and external applications like StarTrack) to ensure efficient and accurate customer service operations.

• Manage and drive the Customer Care team’s KPIs and performance standards to meet business objectives.

• Identify underperformance promptly and develop tailored improvement plans to support team performance.

• Lead the onboarding and training of new team members to ensure smooth integration and strong foundations.

• Conduct regular one-on-one meetings with team members to provide coaching, feedback, and development support.

• Guide the team in effective problem-solving and ensure appropriate escalation of complex issues in line with established processes.

• Monitor and manage support ticket workflows to maintain timely responses and resolutions.

• Liaise with internal departments and external stakeholders to ensure customer needs are met and service standards are upheld.

• Collaborate cross-functionally with key stakeholders to ensure consistent communication and alignment across the business.

B. Strategy & Development

• Develop and implement strategic initiatives to enhance the customer experience and align with the company’s broader business objectives.

• Analyse customer feedback, service data, and team performance metrics to identify trends, gaps, and opportunities for improvement.

• Provide regular reports and strategic insights to senior leadership.

• Lead continuous improvement projects aimed at streamlining processes, increasing efficiency, and boosting customer satisfaction.

C. Administration

• Oversee the accurate and timely processing of customer refunds, ensuring adherence to company policies and Australian Consumer Law (ACL).

• Assisting in developing and maintaining up-to-date processes.

• Lead the development, documentation, and continuous improvement of customer service processes and procedures.

• Ensure consistent and accurate maintenance of customer records and interaction notes across internal systems by all team members.

• Conduct regular audits of administrative tasks to ensure data integrity, compliance, and adherence to service standards.

• Provide training and guidance to the team on the best administrative practices and compliance expectations.

Prerequisite Skills:

• Previous experience leading a customer service team or environment.

• Strong leadership skills with a hands-on approach to support and lead by example.

• Well-developed interpersonal skills and ability to build relationships with stakeholders at all levels.

• Strong communication skills via email, phone and in person.

• High standards and attention to detail.

• Effective time management and organisational skills to prioritise and manage team workflows.

• Proven ability to build rapport, motivate, and support team members to achieve performance goals.

Preferred Experience:

• Previous experience as a Team Leader in customer service or call centre experience.

• Previous experience in Retail or similar industry preferred.

• Experience in footwear or fashion is an advantage.