Customer Care Operations Manager Temple and Webster Group location Sydney.

Temple & Webster is Australia’s number one online retailer of furniture and homewares, with a vision to make the world more beautiful, one room at a time. To realise our vision we need someone who is passionate about customer service and understands how exceptional processes, tools and people can deliver an excellent experience for our customers.

Your role is to lead the Customer Care Process, Workforce, Training, and Quality teams, constantly improving our Customer Care team and delivering a world-class customer experience, delighting our customers, clients, and business partners at every touch point. You will ensure the service is delivered within budgets and our systems and tools are working at optimum levels.

What we’re looking for the main responsibilities of this role are Policy & Procedures Being the Subject Matter Expert (SME) for all processes within the Customer Care Team and continuously improving processes and procedures in consultation with the Head of Customer Care.

Defining and ensuring compliance with customer care procedures, best practise guidelines and key metrics. Stakeholder for Service Cloud - Salesforce Administrator. Stakeholder of all Customer Care Tech tickets.

Testing and deployment of and changes to Salesforce and Central. Developing and maintaining a close relationship with all Tempster teams to improve the customer experience and the work life of the customer care team. Ad-hoc project work in collaboration with the Head of Customer Care.

Workforce Planning forecasting effectively for all channels of work managing the Manila and Sydney team rosters to ensure adequate coverage and maximum productivity at all times. Recruiting high performing Customer Care agents for Australia & Manila, in collaboration with Customer Care Managers.

Training & development managing and implementing a high level of quality control amongst the team. Managing and implementing a consistently high level of productivity across the team. Continuously developing and training the Workforce, Process, and Training and Quality teams. Contributing to the continuous motivation of the Customer Care team to ensure optimum performance.

Reporting daily to the Head of Customer Care on previous days statistics, issues and any major team concerns. High level data comparison to improve KPI’s and productivity. Reporting in Salesforce and Central. Team management responsibility for the performance of the Customer Care team managing, recruiting, coaching, developing and training the Workforce, Process, and Training and Quality teams. Assisting the Customer Care Managers on any team performance management issues.

Resolving manager escalations and escalating to Head of Customer Care when required. Ensuring workflow for all channels is handled correctly and effectively. Ensuring the customer care team is meeting and exceeding customer care objectives and key metrics on a daily basis. Assisting the Customer Care Managers to ensure consistency across Customer Care.

What you already have previous experience in an online eCommerce business. Significant experience in Customer Care or Call Centre Management. Previous experience as a Salesforce Administrator. Excellent communication and people management skills.

Demonstrable experience in process development and improvement. Knowledge of Customer Service technologies. Experienced in workforce planning that involves onshore and offshore team members. Understanding of Customer Care performance metrics & reporting. Ability to thrive in a face paced and dynamic environment. An interest in furniture & homewares.

What you’ll learn how eCommerce businesses function within the furniture & homewares industry. How it feels to work in a highly engaged and collaborative team. Why Temple & Webster is Australia’s largest and most successful online furniture & homewares retailer.

Additional benefits Amazing culture, Competitive salary, Generous employee discounts across our entire range. Flexible working arrangements. Paid leave on your birthday. Paid parental leave. Free breakfast daily. Free mindfulness practice daily. Regular celebrations and team socials. Opportunities to volunteer with our charity partner. Complimentary access to Travel Club.