Location:
Work from anywhere
Employment Type:
Full-Time Permanent
Department:
Digital - Customer Contact Team 2
Closing Date:
06 Aug 2025

ABOUT THE ROLE

Following two internal promotions, we are looking for our next Customer Service superstars to step up in the Contact Centre team. In this role, you will oversee the day-to-day operations of our inbound contact centre, ensuring exceptional customer service delivery with providing training and support to our dedicated contact centre officers. You’re reliable, friendly, fast learning and willing to jump on the phones to handle escalations and support the team during peak periods.

YOUR KEY RESPONSIBILITIES WILL INCLUDE:

• Supervise and monitor day-to day operations of the inbound contact centre to ensure efficient and effective handling of customer inquiries and requests
• Be ready and available to provide timely support to your team, monitoring team chat and Jira
• Proactively provide coaching, guidance, and support to customer contact officers
• Serve as the main point of contact for escalated customer issues, resolving them promptly and effectively to ensure customer satisfaction
• Collaborate with other departments to identify opportunities for process improvements and implement initiatives to enhance the overall customer experience
• Generate reports and analyse data to track key performance indicators (KPI’s) to monitor team performance and identify trends, making recommendations for improvement as needed
• Promote open, honest communication within the team
• Play an active role in driving a positive and fun team culture, taking an invested interest in everyone’s wellbeing

To be successful in this role, you will need to have the following skills and experience:

• Minimum 2-3 years of experience in a customer service or contact centre environment
• Strong leadership and interpersonal skills, with the ability to effectively communicate with customers and internal stakeholders at all levels
• Proven track record of delivering exceptional customer service and resolving customer issues in a timely and professional manner
• Ability to thrive in a fast past environment and adapt quickly to changing priorities and business needs
• Proficiency in Office 365 and experience with contact centre software and CRM preferre