Are you passionate about improving customer experiences and driving operational & Are you passionate about improving customer experiences and driving operational excellence?
We’re looking for a proactive and collaborative Business Support Specialist to join our Customer Care team and help shape the future of service delivery at Blackwoods.

ABOUT THE ROLE

This role is essential to ensuring effective and efficient delivery of customer experience processes across Blackwoods, driving improvements in service quality, process efficiency, and customer satisfaction. You’ll support the Head of Customer Care and Regional Managers by coordinating initiatives, facilitating change, and enabling continuous improvement across the Customer Care network.

• Enables delivery of Blackwoods’ Customer Experience (CX) strategy through consistent execution of initiatives
• Aligns with our commitment to placing the customer at the centre of all decisions and processes
• Assists CX leadership with workflow management, task tracking, and timely follow-through
• Supports planning, communication, and execution of business changes impacting customers and frontline teams
• Works with internal teams and customer feedback to identify and address service gaps
• With CX leadership at full capacity managing BAU, strategic projects, and escalations, this role is critical to maintaining momentum and quality

The Business Support Specialist is a vital enabler role that supports strategy, operations, and customer-facing outcomes. Recruiting into this position will directly support the delivery of Blackwoods’ customer-first vision, protect service quality during change, and allow leaders to focus on transformative initiatives while ensuring day-to-day excellence.

WHAT YOU’LL BE DOING:

• Facilitate SEAD Lite training and maintain process documentation
• Assist with project rollouts, user acceptance testing, and change communications
• Coordinate internal meetings, prepare presentations, and follow up on action items
• Support resource planning and backfill critical roles when needed
• Build strong relationships across teams and contribute to a positive, engaged team culture