Customer Care Team Leader | Sydney

Posted on 10-Mar-2017
Application Close Date: 31-Mar-2017
Job Type:
Full Time Permanent
Customer Care
Australian Residents ONLY
Position Reference:
Closing Date:

This is an excellent opportunity to take control of a high performing team. Showcase your ability to lead & inspire. Join us to be a global market leader as our brands change the perception of fashion.


Your New Career


The Customer Care team supports our customers and guides them through resolution of online and store queries. This is your chance to use your strong leadership skills to oversee our team who provide our customers with quality service and care. Reporting to the Customer Experience Manager, you will manage 5 Customer Service Representatives as well as get involved with day to day tasks remaining hands on in operations of the department.


Additionally you will:


  • Implement new iniatives for the team supporting any changes to policy and procedure
  • Setting and managing team targets, rosters and KPI’s
  • Act as an escalation point for the team, problem solving queries and issues
  • Answer customer calls in a timely and professional manner, leading by example and accurately logging details to internal systems to maintain notes and customer details
  • Work with the team to manage the centralised email inbox
  • Provide support and advice to store Team Members on queries, Trade Practices, and their obligations to our customers
  • Liaise with TOLL and SFG Warehouse to repsond to queries
  • Train new team members and grow and develop existing team
  • Assist with team reporting on productivity, trends and call outcomes



Your New Destination


Specialty Fashion Group is an ASX leading, specialty apparel retailer with over 1,000 stores and 7,000 Team Members across Australia, New Zealand, South Africa & the USA. Through our fantastic brands – Autograph, City Chic, Crossroads, Katies, One Woman, Millers and Rivers - our purpose is to be a global market leader that changes the perception of fashion.



SFG are all about game changers who are customer centric. If this is you get in contact with our talent team who are waiting to connect with you!