Customer Contact Team Leader

Company description:

• Lead customer service for Australia's most trusted natural gas retailer, right here in WA.
• Build a long-term career with Kleenheat and WesCEF — competitive salary, share allocations, and opportunities across the Wesfarmers Group
• Permanent full-time role with modern facilities located in the Perth CBD. 

About Kleenheat

Kleenheat has been providing energy solutions to homes and businesses across Western Australia for more than 65 years.

We're committed to delivering energy for today's customers and tomorrow's opportunities, with a focus on safe and reliable products and helpful customer service.

This is a truly unique opportunity to work with an established and trusted brand in the Perth market. Kleenheat is also well positioned for growth, having recently launched a new solar and battery offering for West Australians.

We pride ourselves on our values of One Team, Accountable, Customer Focused and Forward Thinking, with the understanding that our success is underpinned by our people.

Job description:

• Lead customer service for Australia's most trusted natural gas retailer, right here in WA.
• Build a long-term career with Kleenheat and WesCEF — competitive salary, share allocations, and opportunities across the Wesfarmers Group
• Permanent full-time role with modern facilities located in the Perth CBD. 

About Kleenheat

Kleenheat has been providing energy solutions to homes and businesses across Western Australia for more than 65 years.

We're committed to delivering energy for today's customers and tomorrow's opportunities, with a focus on safe and reliable products and helpful customer service.

This is a truly unique opportunity to work with an established and trusted brand in the Perth market. Kleenheat is also well positioned for growth, having recently launched a new solar and battery offering for West Australians.

We pride ourselves on our values of One Team, Accountable, Customer Focused and Forward Thinking, with the understanding that our success is underpinned by our people.

About the Role

We are looking for a people-focused Customer Contact Team Leader who is passionate about creating a positive workplace culture, and driving outstanding customer outcomes. This pivotal role will provide leadership, coaching and support to a team of Customer Service Officers, while fostering a collaborative and customer-centric environment that encourages growth, accountability, continuous improvement and employee wellbeing.

Key Responsibilities

• Create and maintain a positive, high-performing team environment that promotes collaboration, engagement and accountability.
• Support onboarding, training, and ongoing development of team members.
• Monitor performance and provide regular coaching, mentoring and feedback to encourage continuous learning and improvement.
• Act as a senior point of escalation for customer enquiries, complaints, and complex issues, in a timely and effective manner.
• Evaluate customer service processes and identify opportunities to improve efficiency, service delivery and customer outcomes.
• Ensure compliance with company policies, procedures, and safety requirements.
• Work collaboratively with internal stakeholders to achieve team and business objectives.
• Provide daily direction and operational support within the team where required.
• Demonstrate HSE excellence whilst maintaining a positive HSE culture.

About You

• Demonstrated experience in a similar role and within a customer service or contact centre environment.
• Experienced leading small to medium size teams and ensuring the team meets high-performance outcomes.
• Problem solver, innovative and agile thinker who can influence continuous change
• Good time management, multi-tasking and organisational skills
• Excellent communication, interpersonal and collaboration skills.
• Able to mentor, coach and lead teams to deliver positive outcomes and individual success
• Flexible, adaptable and resilient to manage fast paced and business demands.

Why Kleenheat

At Kleenheat, we have a range of benefits to keep life flowing inside and outside of the workplace.

• Competitive remuneration including allocation of Wesfarmers shares and participation in our annual incentive plan.
• Employer parental leave payment up to 18 weeks.
• Ongoing professional development and career opportunities across our diverse businesses and the Wesfarmers Group.
• Salary sacrifice opportunities, including novated lease vehicle packaging.
• Access to employee benefits across Wesfarmers including staff discounts at Bunnings, Kleenheat, Kmart, Target and Officeworks and Wesfarmers Arts sponsored events.

We are committed to building an engaged and talented workforce that is representative of the people who live in the communities where we operate. Fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results. We welcome and encourage people from diverse backgrounds and particularly, Aboriginal and Torres Strait Islander people to apply.

We pride ourselves on developing and supporting people and recognise the importance of flexibility. When you apply, please let us know if you are seeking a flexible employment arrangement

Our Customer Service team operates in a fast-paced and collaborative environment, Monday to Friday between 8:00am and 5:00pm. We are looking for someone who is flexible and able to work varying shifts within these operating hours to support operational requirements. If you're passionate about customer service and thrive in a fast-paced environment where you can lead by example, we'd love to hear from you.

Applications close: 5pm AWST, Friday 03 February 2023.

This position is suitable for applicants with the applicable Australian Work Rights.

We reserve the right to commence the recruitment process prior to the closing date. It is recommended to apply as soon as possible.

Agency applications will not be accepted.