Woolworths Group (Australia and New Zealand's largest retailer) launched Woolworths Market Plus (WMP) in October 2023. WMP is the coming together of two businesses (BigW Market & Everyday Market).

WMP is a new platform for businesses to both sell and manage products across the Woolworths Group Marketplaces. A curated customer destination, bringing together a trusted ecosystem comprising three core banners: Everyday Market and BIG W Market. We have grown in the last year and now operate primarily across three hub locations: Manila, Melbourne & Sydney.

About the Role

As a Customer Service Team Lead, your primary responsibility is to lead and manage a team of customer service representatives to ensure exceptional customer experiences. You will be responsible for overseeing daily operations, handling customer inquiries and complaints, and working closely with other departments to maintain high service standards.

What You'll Do

Lead, mentor, and coach a team of customer service representatives, providing guidance and support to ensure a high level of performance.
Set clear performance goals and expectations for the team and conduct regular performance evaluations.
Conduct regular team meetings and provide ongoing training and development opportunities to enhance skills and knowledge.
Handle employee issues, including performance concerns, conflict resolution, and disciplinary actions when necessary.
Ensure that all customer inquiries, concerns, and complaints are addressed promptly and effectively, maintaining a high level of customer satisfaction.
Monitor customer service channels, including phone, email, chat, and social media, and ensure that responses are timely, accurate, and in line with company policies and guidelines.
Develop and optimize customer service processes and workflows to improve efficiency and productivity.
Analyze customer service metrics and KPIs, such as response times, first contact resolution, and customer satisfaction scores, and take necessary actions to meet or exceed targets.
Prepare regular reports on customer service performance, including key metrics, trends, and customer feedback, and present findings to management.
Identify areas for improvement and implement strategies to enhance customer service operations based on data-driven insights.

What You'll Bring

Availability and willingness to work full-time on-site during the first three months of employment is required.
Proven experience in a customer service supervisory or management role, preferably in an e-commerce environment.
Strong leadership and team management skills, with the ability to motivate and inspire a team.
Excellent communication skills, both verbal and written, with the ability to interact effectively with customers and team members.
Flexibility to work in a fast-paced, dynamic environment and adapt to changing priorities.
Able to prioritize and time manage workload.
Experience with Zendesk ticketing software and eCommerce is a plus.

What you'll experience

Be a part of Australia's largest retailer
Constant mentoring and training provided
Generous sick and vacation leave
A flexible approach to work
Premium health insurance coverage

Everyone belongs at Woolworths Group

Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team's diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.

We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.

Customer Service Team Lead

Customer Service Representative Team Lead