Customer Care Lead (Woolloomooloo)

**The Careers are Better at Hungry Jack's!**

**Role Purpose**: **To succeed in this role, you will bring**:

- **Proven experience in a call center or customer service environment, with experience in a leadership or supervisory role.**:

- **Strong communication and interpersonal skills with a friendly, professional demeanor.**:

- **A proactive, solutions-focused mindset and the ability to remain calm under pressure.**:

- **Technical proficiency in navigating multiple systems and platforms simultaneously.**:

- **A passion for mentoring and developing others.**:

- **A commitment to diversity, inclusion, and teamwork.**:

- **Experience in training delivery and quality assurance is highly regarded**: **Responsibilities**:

- **Team Leadership**:Inspire and guide a team of customer service representatives, fostering a positive and high-performing culture.**:

- **Customer Engagement**:Handle customer inquiries and complaints with empathy and efficiency, ensuring timely and effective resolution.**:

- **Performance Management**: Monitor team performance, provide coaching and feedback, and drive continuous improvement.**:

- **Workflow Oversight**:Manage call queues and ensure optimal staffing to meet service level targets.**:

- **Training & Development**:Deliver onboarding and ongoing training to ensure team members are equipped with up-to-date knowledge and skills.**:

- **Quality Assurance**: Implement and maintain quality standards to ensure consistent and exceptional service delivery.**:

- **Reporting & Insights**: Analyse customer feedback and team performance data to identify trends and areas for improvement.**:

- **Escalation Management**: Resolve complex or escalated customer issues with professionalism and care.**: **Role Skills**: **Leadership & People Management**:

- **Coaching and mentoring team members**:

- **Performance management and motivation**:

- **Conflict resolution and team building**: **Communication**:

- **Clear and professional verbal and written communication**:

- **Active listening and empathy**:

- **Ability to communicate with diverse stakeholders**: **Technical Proficiency**:

- **Navigating multiple customer service platforms and CRM systems**:

- **Using call centre software and reporting tools**:

- **Troubleshooting basic technical issues**: **Customer Service Excellence**:

- **Handling complaints with empathy and professionalism**:

- **Delivering consistent, high-quality service**:

- **Turning negative experiences into positive outcomes**: **Analytical & Problem-Solving**:

- **Identifying trends in customer feedback**:

- **Root cause analysis and proactive issue resolution**:

- **Making data-driven decisions**: **Organisational & Time Management**:

- **Managing call queues and team schedules**:

- **Prioritising tasks in a rapid-paced environment**:

- **Meeting service level agreements (SLAs)**: **Training & Development**:

- **Onboarding new team members**:

- **Delivering refresher training**:

- **Supporting continuous learning and improvement**: **Collaboration & Teamwork**:

- **Working cross-functionally with internal departments**:

- **Supporting a culture of inclusion and respect**:

- **Sharing insights to improve customer experience**: **Experience**:

- **Proven experience in a call center or customer service environment, with experience in a leadership or supervisory role.**:

- **Experience with quality assurance processes and customer feedback analysis.**:

- **Background in training delivery is a plus**: **Key Relationships**: **Internal**:

- **Customer Care Team Members** **Provide leadership, coaching, and support to ensure high performance and engagement.**:

- **Operations Excellence Team** **Collaborate on process improvements, reporting, and strategic initiatives.**:

- **Marketing & Brand Teams** **Share customer feedback and insights to support brand reputation and campaign alignment.**:

- **IT & Systems Support** **Coordinate on technical issues, system enhancements, and troubleshooting.**:

- **People & Culture (HR)** **Partner on recruitment, training, performance management, and employee engagement.**:

- **Restaurant Operations Teams** **Liaise to resolve customer complaints related to in-store experiences and ensure alignment on service standards.**: **External**:

- **Customers** **Engage directly to resolve inquiries and complaints, ensuring a positive brand experience.**:

- **Third-Party Service Providers** **Coordinate with delivery platforms, call center vendors, or feedback tools as needed.**: **Success Measures**: **1. Customer Satisfaction**:

- **First Contact Resolution (FCR)**:High percentage of issues resolved on the first interaction**: **2. Team Performance**:

- **Service Level Achievement**:Meeting or exceeding response time and resolution targets.**:

- **Complaints Per 10k Guests**:

- **Quality Assurance Scores**:Consistent adherence to service standards and communication protocols.**: **3. Leadership & Dev Apply on Kit Job: kitjobau.com/job/3qgqul