Customer Care Team Lead

CUSTOMER CARE TEAM LEAD

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WHAT IS A/AN CUSTOMER CARE TEAM LEAD?

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.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

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.

members' growth and success.

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
- 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.

WHAT ARE WE LOOKING FOR?

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 an advantage.