Customer Care Consultant 2IC - Scoresby VIC

Your Opportunity

As the 2IC, you will play a pivotal role in supporting the day-to-day operations of the Customer Care team. Acting as a key point of escalation, you'll help resolve customer issues, mentor and coach team members, and ensure service excellence is consistently delivered.

Working closely with the Team Leader, Customer Care Supervisor, or Customer Experience Manager, you'll contribute to workforce management, team development, performance support, and operational efficiency while maintaining a strong customer-first mindset.

Your day-today:

• Demonstrate commitment to safety by ensuring all identified hazards, near misses, and incidents are escalated promptly
• Drive a positive culture and behavior throughout your team, aligned with Blackwoods' values
• Conduct regular performance development discussions and planning meetings with direct reports
• Manage day-to-day operations, including monitoring workflow through telephony queues, emails, and other business systems
• Act as a point of escalation for your team and customers for the Service Improvement stream

What you will bring to the team:

• Minimum 2 years of customer service experience, with strong communication skills and a proactive approach to problem-solving
• Resilient, hardworking, and a solution-based thinker, motivated to provide exceptional service outcomes
• Ability to work autonomously and as a team player, driving positive changes within the team
• Strong initiative, effective coaching and development skills, and proficiency in managing time and priorities
• Ability to build and maintain customer relationships, with experience in telephony systems and product knowledge (desirable)

What's In It For You:

• Permanent role, incentives & Wesfarmers share plans
• Exclusive Perks: Team Member discount card for Kmart, Bunnings, Target & Officeworks, FREE One Pass subscription & Wesfarmers discounted offers from over 400 retail partners
• Continuous training and career development opportunities 
• Team events, celebrations, award recognition and prizes
• Employee Assistance Program: wellbeing support for you and your immediate family - covering counselling, coaching, financial advice, legal guidance, nutritional services, & more!
• Refer-A-Friend program – earn up to $2,000 for each referral!
• Generous paid parental leave policy
• Free onsite parking and more!

NEXT STEPS 

If you meet most of the criteria listed above and would like to be considered for this opportunity, please send your application today. We will be contacting suitable candidates as we receive them.

As part of our recruitment process and commitment to safety, you will be required to undertake background checks (which will include a pre-employment medical assessment involving drug & alcohol testing).

Blackwoods also promotes diversity and inclusion across our workplaces and encourages applications from all backgrounds, including people from Aboriginal and Torres Strait Islander communities, the LGBTQI+ community and people with disabilities. 

#LI-DNI