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Bupaoptical
Melbourne
Newly created permanent opportunity Drive a culture of quality, best practice & continuous improvement Hybrid work model, enjoy work/life balance Help transform the health of millions of people! Our Global 3x6 Elephant Strategy set us a clear ambition to be the world's most customer-centric healthcare company. To bring our ambition to life, it is c
Job Source: BupaopticalTalent Nation Group
Melbourne
The company Port of Melbourne is Australia’s largest capital city container and general cargo port, handling more than one-third of the nation’s container trade. They operate as a landlord port and are responsible for planning, operating and maintaining port land and shipping channels. They ensure the port has the capacity and capability needed to
Job Source: Talent Nation GroupESSSuper
Melbourne
Our Organisation ESSSuper is one of Australia's biggest super funds with more than 128,000 members holding over $34 billion in defined benefit and accumulation assets (as at 30 June 2022). We're proud to be the dedicated, not-for-profit super fund serving Victorian emergency services and state employees. Over 57,000 people receive a retirement pe
Job Source: ESSSuperModerna Therapeutics Inc.
Melbourne
The Role Joining Moderna offers the unique opportunity to be part of a pioneering team that's revolutionizing medicine through mRNA technology with a diverse pipeline of development programs across various diseases. As an employee, you'll be part of a continually growing organization working alongside exceptional colleagues and strategic pa
Job Source: Moderna Therapeutics Inc.https:/www.bebee.com/join
Melbourne
HEAD OF RETAIL - MULTIPLE BRANDS We are excited to announce an excellent opportunity within our clients organisation, who are the leaders in homewares. Join this amazing, Australian, thriving retailer who are actively recruiting for the Head of Retail. This role oversees 40 stores across multiple brands within the organisation About the role: You
Job Source: https:/www.bebee.com/joinSuperMoney, LLC.
Melbourne
Kalogon, an early stage startup based in Melbourne, seeks a Head of Finance to help us as we grow our business by helping our Executive Team understand how the business is performing, paying our sales teams and staff in a timely manner, and ensuring that accounting operations run smoothly. You will play a pivotal role in our business, ensuring the
Job Source: SuperMoney, LLC.General Homecare
Melbourne
A standout opportunity to play a key role in the growth journey for a group of Home and Community Care providers. About the role: The Head of Growth will play a key leadership role in our business expansion efforts. Working across our portfolio businesses, the role will collaborate with our teams to build bespoke customer acquisition strategies t
Job Source: General HomecareRevolut Ltd
City of Melbourne
People deserve more from their money. More visibility, more control, more freedom. And since 2015, Revolut has been on a mission to deliver just that. With an arsenal of awesome products that span spending, saving, travel, transfers, investing, exchanging and more, we've helped 40+ million customers get more from their money. And we're not done yet
Job Source: Revolut LtdMelbourne
About Brand Collective:
Brand Collective is one of Australia's most prominent apparel, footwear & sport groups, operating our omnichannel offer across 300+ stores with over 3,000 team members, a comprehensive online business and an extensive wholesale network. Our portfolio ranges from iconic heritage to timeless contemporary, from street culture to considered craftsmanship, and from private label to international luxury fashion brands. We bring brands to life!
The opportunity:
We are thrilled to present a unique opportunity for an experienced Head of Customer Care to lead our Group Customer Care team based at our Richmond office in Melbourne.
As the Head of Customer Care, you lead the effort to ensure we deliver outstanding customer support throughout all stages of the purchase lifecycle and that our customers have a positive brand experience across all query types and contact channels. Your key responsibilities will include :
Lead Brand Collective's Group Customer Care team, supporting 15+ retail brands across multiple time zones and contact channels.
Optimise team resources to consistently meet and exceed service level agreements (SLAs) and key performance indicators (KPIs) across all brands and channels.
Develop and execute a Group Customer Care strategy that promotes collaboration, accountability, and continuous improvement.
Build and nurture a high-performing Customer Care team through effective training, onboarding, and professional development.
Oversee the Gorgias customer care platform, ensuring timely and high-quality responses to tickets, emails, live chat, and phone calls.
Conduct regular reporting and stakeholder management to optimise processes and improve customer satisfaction.
The skills and experience you offer us:
7+ years of experience leading a large Customer Care team, preferably in fashion retail.
Proven ability to lead and motivate cross-functional teams with strong leadership and coaching skills.
Strong understanding of customer support tools, such as case management, live chat, telephony, social media, and email.
Experience with content management systems, order management systems, and other retail tech platforms.
Familiarity with CRM, social media, and marketing platforms.
Knowledge of product development, supply chain, and IT processes.
Proficient in Microsoft Office applications.
Customer-focused mindset and a commitment to providing excellent customer experiences.
Positive and professional attitude with strong attention to detail.
Ability to lead, inspire, and provide growth opportunities for team members.
Excellent communication, time management, analytical, and organisational skills.
Strong interpersonal and problem-solving skills.
Ability to manage and influence challenging internal and external customers.
Excellent written and verbal communication.
The perks we offer you:
Pet friendly workspace - yes, you can bring your dog to work!
Generous discounts for you and your family across Brand Collective's stable of brands! That’s 50% off Reebok, Superdry, Hush Puppies, Clarks, Elka Collective and many more
Invitations to epic sample sales
Paid parental leave, volunteer leave, purchased leave program (ability to purchase an additional two weeks of leave per year, based on eligibility)
Novated Leasing
Reward and recognition program as well as generous service awards
Recruitment referral incentives for permanent positions
Learning and development – we want you to grow and get the most out of your role!
Employee Assistance Program with free access to Mental Health Professionals for when times are tough
At Brand Collective our customers come from all walks of life, and so do we! We value diversity and inclusion in all forms, thus hire based on capability and performance. If you feel like your skills align with the role and company culture, apply with your current CV and Cover Letter. For bonus points, tell us why this role excites you in an optional video cover letter.
Brand Collective is officially recognised as a Great Place to Work!
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Head of Customer Care jobs in Melbourne
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