Customer Care Team Leader

SPC Global Limited; Cumberland; On-site; AUD 70,000 - 90,000; Full time

Job summary

SPC Global Limited is seeking a Customer Care Team Leader to drive incremental sales of convenience meals and provide a high-quality, empathetic service to our diverse customers, including NDIS participants and aged care clients.

You will lead a 4-person Customer Care team, manage performance, and collaborate with internal stakeholders to optimise pricing, promotions and trade spend while ensuring compliance and customer satisfaction across online ordering channels.

Qualifications

• Previous telesales and/or other B2C customer service roles in fast-paced environments.
• Proven ability to multi-task within online and software environments.
• Knowledge of NDIS/Home Care is desirable but not mandatory; Cert IV Aged Care & Disability or similar is a plus.
• Strong aptitude for online platforms and software environments.
• Clear verbal and written communication.
• Calm, self-aware with strong EQ.
• Ability to thrive in a fast-paced environment.

Responsibilities

• Lead and manage CST to meet and exceed sales objectives.
• Provide feedback on performance metrics to stakeholders.
• Support pricing, promotions, and trade spend optimisation.
• Manage inbound and outbound calls to current and onboarded customers.
• Improve value per order through upselling meals.
• Complete sales tasks within approved business systems.
• Resolve customer issues at point of contact.

Skills

Telesales

B2C sales

Online platforms

Communication

Empathy

Problem solving

Attention to detail

EQ

Education

Cert IV Aged Care & Disability

Job description

• Employee TypeFull Time Permanent

Contact information

• Contact NameSPC Recruitment Team
• Contact Phone[phone]***
• Contact ***********@spc.com.au

Description

SPC Global (ASX:SPG) is an iconic food manufacturer with a 100-year commitment to playing a positive role in the Australian economy and manufacturing industry. Our commercial business office is located in Melbourne CBD and runs four Business Divisions – SPC, The Original Beverage Co, Nature One and Natural Ingredients.

Our Group has a portfolio of brands with a focus on providing nourishment and wellness for consumers globally. Our Group’s products span packaged fruit and tomatoes, baked beans and spaghetti, ready-made meals, beverages, juice and wellness shots, powdered milk products, and vegetable and fruit supplies to the food service industry.

With a strong heritage in Australia, and ambitious plans to grow both domestically and internationally, this is an exciting time to join our business.

The Opportunity

The purpose of the Customer Care Team Leader is to work within a defined framework to drive incremental sales of convenience meals to customers including (but not limited to) people who are a participant of the National Disability Insurance Scheme (NDIS), customers who access Federal Government aged care funding who are either self-managed or managed through an Aged Care Provider, and private customers.

This role is recognised as a direct B2C customer relationship and is crucial to providing a consistent customer contact point. The role is required to deliver a high quality, efficient, and empathetic service to facilitate best practice in assisted online ordering whilst having a broad understanding of the core customer profile. Lead & facilitate a team of 4 x Customer Care team members and provide effective support & management to ensure compliance, quality & empathy is achieved.

Key Responsibilities

Lead & Manage CST

• Oversee quality of calls, inbound & outbound to meet & exceed sales objectives
• Provide feedback to all stakeholders on performance metrics
• Ensure the CST members are well supported & motivated to provide outstanding customer service Provide commercial input into pricing, promotional programs, and trade spend optimisation.
• Receive inbound & conduct outbound calls to current and newly onboarded customers
• Improve value per order through upselling of meals
• Complete sales tasks correctly within approved business systems
• Resolve customer issues at point of contact

Complimentary Administrative Tasks

• Communication with external and internal stakeholders to assist the facilitation of onboarding and continuity of services
• Communication with the SPC Care Field Team on the allocation of leads
• Instigate general enquiries, feedback and QA workflows into upline delegations

The successful candidate will have

• Previous telesales and/or other B2C customer service roles in fast paced environments
• Proven experience multi-tasking within online and software environments
• Demonstrated experience in working to business strategies and revenue targets within a team environment
• Knowledge of NDIS/Home Care and/or aged care sector environments desirable but not mandatory Cert IV Aged Care & Disability or other qualification or experience in this field is highly desirable - but not mandatory
• Strong aptitude for online platform and software environments
• Articulate and clear communicator (verbal & written)
• Calm, self-aware with a strong EQ
• Strong problem-solving skills
• Good attention to detail, accuracy, and time management
• Compassion, empathy & desire to facilitate assistance to vulnerable populations
• High level of interpersonal and communication skills
• Ability to thrive in a fast-paced environment

Our Culture

Our employees come from all walks of life, across many cultures and backgrounds. The strength of our brands is supported through the strength of our people.

This is a rare opportunity to join a diverse, exciting workplace during a transformation period and make positive contributions to the growth of SPC.

Aside from being part of one of Australia’s most iconic businesses, SPC Global will also make sure you are fully trained for the job you are asked to do, and you will work in a great team environment with others who have a wealth of experience to share. We offer a competitive salary and opportunities for personal and career development.

You will be required to meet SPC Global’s employment criteria which will include pre-employment medical screening. Interested?