Customer Care Team Leader

SPC Global Ltd; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

SPC Global Ltd in Cumberland, NSW, seeks a Customer Care Team Leader to guide a 4-person team, drive telesales and B2C customer service, and manage online ordering with a focus on compassionate support for vulnerable customers.

Ideal candidates bring telesales/B2C experience, strong communication and EQ, and the ability to work in a fast-paced environment while contributing to revenue targets and service excellence.

Qualifications

• Previous telesales and/or other B2C customer service roles in fast paced environments.
• Proven experience multi-tasking within online and software environments.
• Experience delivering revenue targets within a team environment.
• NDIS/Home Care and/or aged care sector knowledge desirable but not mandatory.
• Strong communication, verbal and written.
• Calm, empathetic, and high EQ with strong problem-solving skills.
• Excellent attention to detail and time management.

Responsibilities

• Oversee quality of calls, inbound and outbound to meet sales objectives.
• Provide feedback on performance metrics to stakeholders.
• Support and motivate CST members to deliver outstanding service.
• Contribute to pricing, promotions and trade spend optimisation.
• Handle inbound calls and outbound outreach to customers.
• Upsell meals to increase value per order.
• Process sales tasks within approved systems.
• Resolve customer issues at first contact.
• Coordinate onboarding and continuity of services with stakeholders.

Skills

Telesales

B2C customer service

Communication

Empathy

Online platform familiarity

Time management

Education

Cert IV Aged Care & Disability

Job 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?

Customer Care Team Leader Cumberland, NSW, AU