Quality & Coaching Manager at The Catch Group

Retail, Customer Service, Bentleigh East, Victoria, Australia support
Posted 5 months ago

Here at Catch we are embarking on an exciting period of growth, as our business grows so does our team, we are seeking a Quality & Coaching Manager to help us achieve our ambitious goals. We view the world through the eyes of our customers, and we do the right thing for our customers even when it is inconvenient. This role will be critical in helping us live our customer obsession by supporting functions that are crucial in our customers’ journey with us.

Reporting to the Head of Customer Experience, you will provides quality coaching, mentoring and training programs for all members of the Customer Service team. The position plays a key role in empowering team members through training workshops to enhance their skills,this will also include inducting/on-boarding new team members. In addition, you will provide the Catch Leadership Team with insights on Customer Experience through C/Sat analysis.

What does a normal day in the life of a Quality & Coaching Manager at Catch look like?

Well… no two days at Catch are alike, but you could probably expect your typical day to include some of the following things:

  • Leading team members on understanding the company’s and CX team guiding principles.
  • Coaching and mentoring all team members, including the facilitation of successful on boarding of new starters
  • Facilitating workshops and utilising different learning / coaching techniques to build the required capability and performance within the CX team
  • Delivering Quality Assessments – Utilising our internal models of High Five and 3c’s Calm - Control - Consider
  • Designing and developing training programs in response to identified business needs, legislation, internal policies and procedures.
  • Drive customer experience improvement plans to achieve our operational targets (e.g. NPS and C/sat)
  • Adherence with compliance and guidelines (Implementation of Quality checkpoints)


What you'll bring to the role?

  • A passion for L&D and Customer Experience
  • Experience in Learning and Development in a customer focused environment
  • Cert IV in Workplace Training and Assessment preferred
  • Experience in designing, implementing, and measuring the impact and outcomes of L&D programs
  • Strong team leadership skills, with experience leading and managing various stakeholders
  • Experience working within a fast-paced environment with competing priorities and the ability to drive projects to completion.
  • Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, etc.), experience with a CRM/Salesforce
  • Interpersonal and negotiation skills to build relationships and influence others effectively.
  • Ability to work autonomously and collaboratively in a team environment


The rewards you’ll earn

Drive and passion are hard to generate when we're not feeling valued or having fun, so we make sure our Catchies are looked after well! We provide our passionate people with:

  • An organisation that is experiencing exponential growth
  • Support and collaboration, not just with their immediate team, but with the broader organisation as well!
  • An organisatoin that can flex when, where and well that works for you and Catch.com.au
  • 'Catch your weekend back!' Bringing services like dry-cleaning, haircuts, nails, massage, car washing and "life admin" stuff into our Monday-Friday routine to have more time for fun on the weekend!
  • Employee benefits like discounted gym membership, Kmart Group discount and access to other perks within Kmart, free parking, free breakfast, in house learning and development, monthly lunches plus loads more...

About Catch

Back in 2006, Catch set out to shake up Australia’s online retail landscape. We’ve come a long way since! Having been acquired by Wesfarmers in 2019 and now part of the Kmart Group, we have big goals to be the best!

We’re not just one of the country’s top eCommerce players, with a proven track record of growth, an award-winning digital platform and second to none customer experience offering. Behind the scenes, we’re a world-class team of creatives, strategists, developers and innovators, and we’re on the hunt for like-minded people to jump on board.

We don’t play by the rules. We push boundaries. We think big. We stay curious and driven. Together, we embrace challenges and learn new things. All this, for one purpose: to provide our customers with an amazing online shopping experience, every day.

And we’re just getting started…

At Catch, we welcome all applications and screen them without attention to race, age, beliefs, sex, orientation, gender identity and disability.