Customer Experience Team Leader

Customer Experience Team Leader Employment Status: Full-time

• Nationally renowned packaging organisation accredited ‘A Great Place to Work for 2023 & 2024’
• Lead, motivate and nurture teams with diverse experience 
• Work for a company with a people-focused culture and commitment to excellence

Signet is looking for an enthusiastic self-starter to join our Customer Experience Team, someone who drives the team’s capability to deliver great outcomes for our customers and improve their experience. 

About Signet: 
Signet is a leading packaging company that is committed to delivering exceptional products and services. Over the past 55 years, we've grown into Australia's leading packaging company with a national footprint of production and warehouse facilities located in Brisbane, Sydney, Melbourne, Townsville and Perth. The role is based at our Brisbane Head Office in Wakerley.

About the Role:

Reporting to the Customer Experience Manager, you will lead and develop a team of Business Graduates and Specialists to deliver exceptional customer experiences, advocacy, account retention, and growth. The Business Graduates, including Corporate Account Representatives, handle corporate customers via phone, email, and face-to-face, while the Customer Experience Specialists focus on custom and e-commerce orders. Your role includes developing customer relationships, improving Customer Experience Centre performance, overseeing daily operations, coaching, achieving KPIs, and implementing continuous improvement initiatives.

The successful applicant will ideally have:

• Previous experience leading a team and role-modelling exceptional customer service
• Proven success working in a fast-paced call centre environment
• Success managing and achieving KPIs
• Excellent communication, interpersonal and negotiation skills
• Strong problem-solving abilities
• A drive for continuous improvement, development and coaching
• A business focus being able to make decisions that align with company standards and values 

As a member of the Signet team, you will be offered a range of benefits including:·          

• Birthday Leave – Be paid to spend time with family, friends or with oneself doing the things you love on your birthday.
• Need to visit a physiotherapist? We have one onsite for complimentary use for team members. 
• Access to qualified confidential counselling, financial coaching, nutritional support, legal consultation to assist you and your family navigate life through our Employee Assistance Program. Available 24/7/365.
• Build up your social network and make lifelong friends through our monthly bbqs, morning teas, social events and Christmas parties.
• Length of service recognition program celebrates and rewards milestones with the Company. Our average tenure is 7 years.
• Employee of the Month Awards recognising employees who go above and beyond.
• A rewarding career with diverse opportunities and career progression.
• Training and development opportunities, including study leave for approved qualifications.
• Signet supports team members when they have children, through the extension of the government paid parental leave by 10 weeks for primary carers and 2 weeks for secondary carers