Customer Care Team Leader - Auckland

Be apart of a brand new team - in our brand new Auckland location

Super Retail Group is the proud owner of four iconic brands: Supercheap Auto, rebel, BCF and Macpac, and is one of Australia and New Zealand's largest retailers. The talent of our teams and their passion for providing an experience which inspires and enhance our customers’ leisure time drives our culture of innovation and opportunity. 

ABOUT THE ROLE

Our Customer Care Centre plays a critical role in the ongoing success of our business, supporting customers and providing valuable insights across four locations in Australia and New Zealand. With an established team of around 90, growing to 150 during peak periods, this function sits at the heart of our customer experience.

As part of our continued growth, we’ve recently expanded into New Zealand and established a new contact centre in Māngere. We’re now seeking an experienced, people‑first Team Leader to provide stability, shape culture, and help lead the next phase of this journey. This is a genuine opportunity to step into a newly created role where your leadership will make a meaningful and lasting impact.

Reporting to the Operations Manager, you’ll be responsible for coaching, motivating, and supporting a team of customer care consultants working both in‑office and remotely. You’ll play a key role in delivering and enhancing outstanding customer service across multiple channels, including phone, email, webchat, social media, and emerging platforms, while helping build a strong, connected, and high‑performing team environment

Your responsibilities will include, but not be limited to:

• Fostering a culture of positive and open communication within the team to maintain a clear understanding of the group, divisional and business Unit vision, purpose, and strategy
• Identifying development and coaching opportunities to uplift team capability and nurture any deficiencies
• Actively mentoring and developing direct reports, coaching and providing feedback on a regular basis, whether it be, informal, regular one on one catch ups and formal performance reviews 
• Analysing results and performance, and determining strategies to improve growth, retention, service capability and performance

ABOUT YOU

• Proven ability to coach, guide and develop team members to drive consistent, high-quality performance
• Demonstrated experience leading teams to achieve strong results in a fast-paced environment
• Background working within a high-volume contact centre
• Strong professional work ethic with the agility to adapt effectively to change
• Confident in discussing risk management and compliance obligations with direct reports
• Highly capable in navigating multiple systems and technologies. Experience with or knowledge of SAP, Salesforce, AWS, Dimensions and Microsoft Office is desirable
• Excellent communication and organisational skills, with the ability to provide clear direction and structure to teams
• A proactive self-starter who can quickly hit the ground running and work effectively in a remote leadership model, with your leader based in Brisbane

WHY JOIN US? 

• You’ll get to join for an organisation with a culture that is driven by innovation and creating awesome experiences for our customers and teams, and will get to work alongside a diverse team across Super Retail Group that is representative of the communities we work in. 
• Super Retail Group is a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality citation holder. 
• We are committed to your professional development and will support on-going opportunities for both learning and progression. 
• You will get access to generous discounts across all Super Retail Group brands, as well as access to our Perks Programme, including discounts on Health and Wellbeing, Entertainment, Travel and Accommodation and more. 

Flexible Working Arrangement

As the team becomes established and performs effectively, this role offers a hybrid working model of 2 days from home and 3 days in the office. Wednesday is our anchor day, bringing the team together in the office to foster collaboration and connection.

Our Culture of Inclusion

Super Retail Group is proud to be an equal opportunity employer. We support, promote and celebrate diversity and we recognise the benefits a culture of inclusion brings to our workplace and customer experience. 

How to apply

Interested candidates for this role should apply by following the links. Please upload a brief cover letter along with your CV telling us about yourself, your leadership style, and what’s motivating you to step into this Team Leader role. We’re keen to understand how you support and lead people, and why this opportunity feels right for you.

Applications will close on Wednesday 19th May.