We are excited to open an internal Expression of Interest for the role of Senior Customer Care Consultant within the Rio Tinto Customer Care team.
This is a fantastic development opportunity for a highly capable Customer Care Consultant who is passionate about supporting others, driving great customer outcomes, and strengthening our service excellence for one of Blackwoods' largest customers.
Your Opportunity
As a Senior Customer Care Consultant, you will be the go-to person for experience, subject matter expertise and peer support. You’ll help your Team Leader drive performance across the Rio asset while acting as a role model for behaviours, service quality, and the Blackwoods values.
This role is perfect for someone who enjoys coaching, solving complex issues, sharing knowledge, and contributing to a positive, high performing team culture.
Your day looks like:
- Act as a point of knowledge, experience and subject matter expertise for the team, providing informal guidance on processes, systems and best ways of working
- Support peers through coaching, knowledge sharing and best practice reinforcement, acting as a role model for expected behaviours and service standard
- Manage and resolve customer escalations promptly while driving first-touch resolution and high-quality service for Mega Mining customers
- Assist the Team Leader with capability uplift, including side-by-sides, coaching, training support and contributing to team communications
- Monitor and support workflow management, including SLA performance, inbox oversight and workload distribution as directed by the Team Leader
- Identify and drive continuous improvement opportunities, contributing to process efficiencies, NPS improvement actions and enhanced customer experience
What You Bring:
- Minimum 2 years’ customer service experience (preferably complex or high-volume)
- Strong communication, resilience and problem-solving skills
- A collaborative mindset and genuine desire to support and uplift other
- Ability to manage priorities effectively in a dynamic environment
- A positive, proactive approach to change, coaching and feedback
- (Desirable) Telephony experience, product knowledge and/or EDI familiarity
- Demonstrating consistent, high-quality customer and team interactions
Interested in Applying?
If you’re ready to step up, expand your influence, and support one of the biggest portfolios in Blackwoods, we’re looking forward to connecting and hear from you!
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