Customer Service - Team Leader at THE ICONIC

Customer Service, Sydney CBD sydney support
Posted 26 days ago

At THE ICONIC our mission is to deliver seamless and inspiring experiences for our customers and our people. We DREAM BIG through collaboration and innovation and are supported to bring incredible ideas to life. We are a group of people believing in making a positive difference in this world and liberating our customers through the power of fashion and sports.

Our Customer Service Team loves delighting our customers and this passion leads us to go above and beyond in helping our customers every day, in every way! We're a highly motivated, high performing bunch, always looking for ways to improve the customer experience and challenge the status quo, having a lot of fun whilst doing it! We know that things don't always go to plan, but hey, that's what we're here for! It’s one of the primary departments within THE ICONIC who has touchpoints with almost every aspect of the business and is a great area to develop an understanding of how e-commerce works.

What's involved...

The Customer Service Team Leader is a vital role in upholding and delivering the experience our customers have come to expect and love from us at THE ICONIC. As a Team Leader, you will be the ultimate champion of our customers and our team.

  • You are obsessed with customer experience and you know what it takes to provide an exceptional service.
  • Leading a group of energetic and driven team members, you are passionate about mentoring your people to achieve success, both as a team and as individuals, investing in their performance, growth, wellbeing and engagement. 
  • You thrive and stay grounded in high pressure situations, never shying away from a customer escalation, complex situation or when something just doesn’t go right. 
  • You can balance an acute attention to detail with execution of time-critical tasks.
  • You are a data savvy problem solver, with a keen eye for trends and getting to the bottom of an issue.
  • We believe in “always on” feedback - you can give and take constructive feedback - we want to hear your ideas and want to help each other learn and grow.  

About you...

This is a role for a resilient and dedicated people leader, who is eager to deliver results, make a memorable impact on our customers, foster a supportive environment for our team and wants to never stop learning and developing.  

  • Previous experience leading a customer facing team, inbound contact centre desirable but not essential.
  • Experience driving individual and team KPIs including productivity, customer satisfaction, quality assurance and SLAs.
  • You are extremely organised and are comfortable in a fast-moving, dynamic environment.
  • Exceptional written and oral communication skills, adaptable in a customer, team, internal and external stakeholder setting.
  • Demonstrated crisis handling on individual escalations to widespread customer-facing issues, working with multiple internal and external stakeholders (including Tech, Legal, partner providers) to resolve. 
  • Experience in rostering and workforce planning.

Location and Key Extras

This role is usually based in Sydney CBD with great transport, shopping and food districts all within close distance to Hyde Park for those who enjoy lunchtime exercise or just some fresh air! We also offer a number of extras including flexible working arrangements, generous employee discounts, birthday leave and loads of learning opportunities and support.

Health and Wellbeing is extremely important to THE ICONIC, so interviewing and onboarding for this role will be conducted virtually due to COVID-19 and this role will temporarily work from home until further notice.

Please note: Our current operating hours in Sydney are Monday to Friday 8am to 4pm, this is subject to change. In peak periods (major promotions and Christmas time), shift times may change to cover additional evening hours on weekdays and on Saturdays.