Customer Care Team Leader - Canning Vale WA

Customer Care Team Leader

Canning Vale 

As part of the Wesfarmers Industrial & Safety group, Blackwoods is Australia’s leading supplier of industrial and safety products. We believe in providing outstanding service to our customers through outstanding people and right now, we are looking for an experienced, well-developed person to perform the role of Customer Care Team Leader.

As a Customer Care Team Leader, you’ll play a pivotal role in guiding and supporting a dynamic team of customer care consultants. You’ll lead by example, foster a culture of customer first and accountability, and ensure our customers receive timely, thoughtful, and effective support across all interactions.

Key Responsibilities

• Provide leadership, coaching, and mentoring to a team of Customer Care Consultants to support performance objectives
• Monitor workflow through telephony queues, emails and relevant business systems
• Hold regular performance development meetings with direct reports to set performance targets and discuss career development and succession planning opportunities
• Collaborate with the Customer Care Manager, other Team Leaders, and key stakeholders to support business and customer-focused performance goals
• Identify and implement process improvements that align with the business strategy
• Work towards achieving customer care key performance indicators and exceeding customer service standards
• Foster a cohesive and engaged team environment by maintaining a visible leadership presence and setting an example for others
• Role model Blackwoods behaviours and adhere to HSW regulations at all times

What We’re Looking For:

• Demonstrated experience managing a customer service team within high-pressure environments
• High level of attention to detail and excellent communication skills
• Confident in collaborating with all stakeholders internally and externally to resolve any issues
• Proven ability to coach and mentor team members to enhance their skills and capabilities
• Dedicated to implementing process improvements and positively contribute towards achieving all KPIs
• Excel in dynamic, fast-paced settings that require adaptability and responsiveness

Why Join Us?

• Opportunities for professional growth and leadership development
• Team member discount card for Kmart, Bunnings, Target & Officeworks 
• A secure career with a proudly Australian company 
• Attractive permanent salary and incentives 
• A successful Refer-A-Friend program, earning up to $2,000 for each referral! 
• Additional Wesfarmers discounts from over 300 corporate partners