Customer Experience (CX)Team Leader - 12 month Fixed Term

Our connections with pets help us grow as 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.
 

We are continually inspired by pets and animals to be better people, both in our careers and our everyday life.
 

Join our passionate, knowledgeable, and down-to-earth team where we work hard and love what we do, making an impact for Pets, People and the Planet!
 

Why is Petstock is the place for you.

• Free access to mental health, financial & wellbeing support services through our EAP service
• From supporting the Petstock Foundation to our sustainability projects and community partnerships, our people have opportunities to play a role and be part of something bigger. Because giving back, together, is what we do!
• Opportunity to purchase up to 2 weeks of additional paid leave & 4 weeks of paid parental leave
• Health and wellness services at a great corporate discount
• Exclusive access to Workplace Banking
• We’re built on family values, combined with a genuine passion for pets and people. We operate with heart, inclusivity, and inspiration for pets, people, and the planet. 

Job Description

Join Petstock Group as a Customer Experience Team Leader, where you’ll lead and support a team of Advisors to deliver exceptional customer service across our brands and countries. You’ll work closely with the Customer Experience Manager to ensure we stay true to our promises, solve issues, and continually improve. As a people leader, you’ll uphold our Customer Experience Service Principles, be adaptive to change, and drive performance

A Peek Into Your Petstock 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) (CEC).
• 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. 

Do you have the below experience and looking to take the next step in your career?

•  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 preferred
• Experience 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, apply today!

Follow us on LinkedIn to keep up to date on life across our various brands - https://www.linkedin.com/company/petstock 

At Petstock we are passionate about supporting the communities we're part of, where possible we aim to hire candidates from the same geographic region (typically within a 80km radius) to strengthen community connections and support local economies.  Whilst we do not prioritise local candidates over others, we recognise the benefits of hiring individuals who have unique insights into the local community

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