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National Customer Support Leader

vor 1 Monat

austria at Vollzeit
  • Join a large Australian owned iconic brand based in Docklands
  • Leader of Leaders role with a continuous improvement focus
  • Hybrid working environment - 3 days in the office

About the Role
As the National Customer Support Leader working across Bega Group, you'll oversee multiple teams, managing service operations to deliver outstanding customer experiences. This senior role focuses on the delivery of exceptional service levels to customers in alignment with business objectives. You'll lead initiatives to drive an improved customer experience, support revenue growth, and champion continuous improvement.

Key Responsibilities:
  • Lead, mentor, and coach leaders to drive performance and deliver key customer service metrics and foster a continuous improvement mindset.
  • Set performance targets for leaders and teams, regularly reviewing and reporting on key performance indicators (KPIs), ensure exceptional service, leverage customer feedback to enhance processes and prevent issues.
  • Oversee project delivery and value creation management, including project planning, status reporting, issues tracking, and budgeting.
  • Transform service operations: Spearhead initiatives that drive continuous improvement and evolve operational processes to benefit both employees and customers.
  • Manage escalated customer complaints and act as the key point of contact between back-office teams and other departments and stakeholders to ensure seamless service delivery.

About you:
  • Solid experience in a leadership role within Customer Service in a large and complex business.
  • In-depth knowledge of customer service principles, metrics (FCR, CSAT, NPS), and industry best practices as well as familiarity with contact centre technologies (CRM systems, telephony) and their application for operational improvements - SAP experience beneficial but not critical.
  • Analytical mindset with the ability to extract and interpret commercial data to make informed decisions.
  • Experience in leading change initiatives and implementing process improvements to simplify complex environments.
  • Experience bringing cross-functional teams together to drive innovation and collaboration.

The Bega Group Story
The Bega Group is home to many trusted and iconic food and beverage brands. Whether it's VEGEMITE on toast, a Big M on the go, or a Zooper Dooper on a hot day - you've probably grown up enjoying the iconic products we proudly manufacture every day.

Our growth story of becoming a successful ASX 200 listed company with an annual turnover in excess of $3 billion and approximately 4,000 employees, is made possible by our dedicated workforce who live and breathe our values every day. We have a strong regional focus and proudly support the communities where we work, live and play. At the Bega Group, we are proud of our heritage and will continue to build great opportunities to encourage our people to develop and thrive. Come and be a part of our success story as we continue to build The Great Australian Food Company through creating Great Food for a Better Future

Life at the Bega Group
Company culture and our values are very important to us. From flexible working arrangements and regular social catch-ups, we're committed to fostering a supportive and agile work environment for our team.
  • Join a dedicated, forward-thinking and innovative culture.
  • Grow with us, through opportunities for career development and progression.
  • Contribute by giving back to your community through charities we partner with.
  • Access to mental and physical health programs through our wellbeing portal and programs.
  • Enjoy excellent employee benefits, including flexible working, purchased leave options, and salary continuance insurance.

Our Docklands office is the hub for our corporate functions within the Bega Group. You'll enjoy lots of natural light and great facilities to take advantage of including a fully stocked fridge loaded with a range of Bega products We are right next door to Marvel stadium and some of Melbourne's best restaurants, cafes, and bars.

Applications
At the Bega Group, diversity and inclusion is a business priority, we want everyone to be themselves regardless of their background, religion, sexual orientation, age or gender so we can truly reflect the customers and communities that we serve. No matter how you identify, we encourage talented people from all backgrounds, abilities, and identities to apply to work at the Bega Group.

We will accept applications from all people with the right to live and work in Australia.#J-18808-Ljbffr