2IC Customer Care Lead — Mentor & Service Excellence

Wesfarmers Industrial & Safety; Ipswich City; On-site; AUD 65,000 - 90,000; Full time

Job summary

Wesfarmers Industrial & Safety is seeking a 2IC Customer Care at Carole Park, QLD to support the Customer Care team and mentor others in delivering exceptional service. The role focuses on coaching, developing team members, and resolving customer escalations to maintain high performance and satisfaction.

The successful candidate will bring strong customer service experience, excellent communication, and a proactive, solution-driven approach, with leadership or mentoring background highly

Qualifications

• Coaching and developing team members to achieve their best.
• Assisting with customer escalations and complex enquiries.
• Strong customer service experience.
• Excellent communication and relationship-building skills.
• Previous leadership, mentoring or coaching experience is highly regarded.

Responsibilities

• Supporting the Customer Care Manager in the day-to-day operation of the team
• Coaching and developing team members to achieve their best
• Assisting with customer escalations and complex enquiries
• Helping drive team performance, engagement and customer satisfaction
• Identifying opportunities to improve processes and ways of working
• Acting as a leader and role model within the team

Skills

Customer service

Communication

Relationship-building

Proactive/solutions-focused

Leadership/mentoring

Job description

Wesfarmers Industrial & Safety is seeking a 2IC Customer Care at Carole Park, QLD to support the Customer Care team and mentor others in delivering exceptional service. The role focuses on coaching, developing team members, and resolving customer escalations to maintain high performance and satisfaction.

The successful candidate will bring strong customer service experience, excellent communication, and a proactive, solution-driven approach, with leadership or mentoring background highly