Customer Care Team Leader: Drive Growth & Service Excellence

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

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.