Customer Experience (CX) Team Leader

Lead a team of Customer Experience Advisors to drive a quality of service aligned to our Customer Experience Service Principles.

Pets and animals bring us together and inspire us to be better people. From our Petstock people in our stores and offices, our Petstock foundation team, our equine specialists and online brands, from Australia to New Zealand, the Petstock Group is our symbol of unity, passion and progress.

Here is what you can expect to be doing day to day when you join our fun, friendly & inclusive team!

Day to day…

Ensure the customer experience is of standard guided by the customer experience Petstock Service Principles to assist in bring the customer experience value add statement to life.Ensure all customer feedback is approached in a timely manner and is in line with company values.Ensure that we are providing timely and engaging customer service experiences for all customer enquiries, complaints, orders, returns, and exchanges relating to all products and services.Assist to manage the operational hours for the customer service channels across the Petstock Group (Live, Chat & email queues).Assist the Customer Experience Manager with the day-to-day operations of the Customer Experience Centre and Customer Experience Advisors.Work closely with all Customer Experience Managers & Leaders to successfully drive customer experience performance, projects, and initiatives in line with business plans and strategies.

If you have the below experience, we would love to hear from you!

Experience in a call centre or retail environment. Experience working with a cloud-based customer management tool or ticketing system, preferable Zendesk.Experience with ERP system, Pronto preferredExperience working to achieve targets and with strategic direction, drive to seek opportunities to continually improve the business.Strong organisational skills, with the ability to prioritise and manage conflicting priorities.Advanced interpersonal skills and ability to manage change.Proven ability to work in a fast-paced environment across multiple platforms.Project management experience preferred.Established skills in providing high levels of customer service, preferable in a retail environment.Commitment to maintain an in-depth knowledge of all Petstock brands & services.Ability to deal with ambiguity to meet changing work conditions and business requirements

If this is the opportunity you’ve been looking for and you love pets as much as we do, we would love to hear from you!

Our diversity makes us better...we are a diverse team with varying strengths and an inclusive organisation, committed to providing equal opportunities for all.

We encourage applications from people of diverse backgrounds who wish to be part of a culture where everyone can proudly be themselves.

Not the role for you? Feel free to jump on to our career site to view our other vacancies or express interest in future opportunities - https://www.petstockgroup.com.au/careers