Customer Care Manager
The Warehouse Group
Hamilton, Waikato, New Zealand
5d ago

Job Description

As a Customer Care Manager, your primary role will be to coach, support and empower high-performing and energised Customer Care Teams.

Part of this involves living in breathing our values by thinking customer, doing good and of course, owning it!

Your role is to strategically lead and support our two Customer Care Coaches and consequently build a team of strong, engaged and customer-centric Customer Care Specialists!

TWG (The Warehouse Group) has gone agile, which has allowed us to work fast, implement change and really move with our customers.

A big part of this role is adopting a continuous improvement mindset and utilising our latest technology and processes to excel in the world of Customer Service!

Breaking it down, you will :

  • Be passionate about helping Kiwis live better every day and embrace our vision to make sustainable living easy and affordable for everyone.
  • Utilize your expert knowledge of customer service practices and procedures to deliver our contact centre objectives.
  • Effectively coach and inspire leaders, resulting in confident coaches who can lead large teams to ensure that service levels are consistently delivered, and customers receive an effortless experience through all touchpoints.
  • Inspire and encourage our teams to be sustainability advocates and help do good, by educating our customers.
  • Proactively identify training and skills gaps while proactively coaching our Customer Care Coaches, in turn enabling these skills to cascade down to their teams.
  • Ensure all incoming customer feedback via phone, email, social media etc is handled by team members or yourself, in a prompt and proactive manner.
  • Reinforcing the highest service standards with regards to performance, customer service and our company values.
  • Ensuring policies and procedures are adhered to and really taking owning the continuous improvement piece.
  • Empowering our teams to embrace our Do good’ value at all times, for both our customers and the success of the business.
  • Ongoing reporting on the analysis of team service levels across all touch points (phone, chat, email, social) and identifying quantitative & qualitative trends.
  • About you :

    We are looking for a Contact Centre Manager with experience in a fast-paced and challenging environment. For this pivotal role, you will need to be a decisive leader, that possesses the ability to make solid decisions and be passionate about developing industry-leading teams.

    Being customer-centric and having a growth mindset, will be fundamental to the success of this position and overall, the business!

    As the retail landscape is rapidly evolving, you will be relied on to be adaptable and work with a sense of urgency, coupled with strong multi-tasking skills.

    Your top-notch ability to efficiently organize and plan five steps ahead will allow you and the team to be prepared for any potential obstacles, whilst maintaining a consistent level of exceptional service.

    Further to that here is what we are looking for :

  • Strong track record of leadership experience, within a contact centre.
  • Being able to provide examples of when you were able to shift and maintain a high-performing and engaged culture.
  • Experience with people and performance management.
  • Proven ability in achieving team goals through collaboration by building transparency and trust; fostering engagement with goals and maintaining team focus on goals
  • Sound experience in the use of MS Office suite, including Word, Excel, Outlook. Having experience or exposure to Salesforce is a bonus, but not a must.
  • Strong relationship management and collaboration skills, across all levels.
  • A team player, who can work alongside other key members of the Customer Care leadership team with ease.
  • Proven ability to influence, and build rapport with a wide range of stakeholders, across all levels of Leadership
  • Additional Information

    What s in it for you?

    We offer a dynamic, supportive team environment within a business that cares about and recognises individuals. The business is at an exciting point in its life story.

    By empowering our teams and increasing cross-collaboration, we aim to make TWG New Zealand’s best place to work, so expect to receive :

  • Career opportunities that come with a company our size!
  • Join a company that holds sustainability at the heart of what we do!
  • Take your birthday off - paid!
  • Staff discounts across all of our brands!
  • Long Service leave!
  • 26 weeks of fully paid parental leave or 10 days additional leave to support your partner.
  • Fully paid Jury Service
  • Lifestyle Leave - spend more time doing the things you love!
  • If this sounds like you and your passioante about Leading the Customer Care Teams for two of New Zealand's iconic brands, then apply now!

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