Description:
At Winning Group, we pride ourselves on being more than just a run-of-the-mill retail company. We are an award winning experience company, driven by people, science, and our mandate to leave the world a better place. As a fourth-generation, family-owned Australian business, we’re set apart from our competitors by our innovative logistics, technology and luxury retail services. Our brand encompasses a diverse range of entities, all of which are committed to delivering excellence to our valued customers.About the position:
Are you passionate about delivering exceptional customer experiences and leading a high-performing team?
As our Customer Experience Team Leader , you’ll be at the forefront of ensuring smooth day-to-day operations, managing escalations, and driving continuous improvement across the brands that make up the Winning Group .
- Follow up on surveys, emails, and phone calls to measure and enhance customer satisfaction.
- Handle high-priority customer issues, including tribunal and insurance matters, ensuring the best possible outcomes.
- Lead & Inspire the Customer Experience team, ensuring smooth workflows, strong engagement, and continuous success.
- Provide data-driven insight reports on customer issues, team performance, and areas for improvement.
- Identify gaps and implement new strategies to enhance the customer experience.
- Maintain a professional, friendly, and solution-focused approach in every interaction.
- Respond to online customer reviews with thoughtful, high-quality responses.
- Ensure the weekly “Feel Good Friday” email is sent out, celebrating team wins and customer feedback.
- Support the hiring, onboarding, and development of new Customer Experience team members.
- Must have permanent, unrestricted rights to work in Australia.
- You genuinely care about delivering a seamless experience.
- You stay cool, collected, and solution-focused when handling escalations.
- You think fast and find the best resolutions for customers and the business.
- Strong written and verbal skills to engage with customers and team members.
- You can prioritise, juggle tasks, and keep things running smoothly.
- Confident using customer service systems, CRMs, and digital tools.
- You’re supportive, patient, professional, and efficient—ready to guide a growing team to success.
- We’re all about promoting from within, and we’re a growing company. Where you start isn’t where you’ll finish!
- Our in-house Training Academy offers nationally accredited qualifications (Cert III & Cert IV) so you can upskill and stay sharp.
- From retail discounts and travel deals to wellness packages and entertainment offers – we’ve got something for everyone!
- Access to our employee assistance program (EAP) to ensure you’re supported in both your personal and professional life.
We're committed to nurturing a diverse and inclusive culture of opportunity. We encourage applications from people of culturally diverse backgrounds, people who identify as LGBTQlA+, people of Aboriginal and Torres Strait islander origin, and people with disabilities.
11 Mar 2025;
from:
uworkin.com