Customer Support Team Leader

Join us and experience Bunnings from the other side of the counter!

What’s in it for you when you’re part of our team:

• Team discount at Bunnings and other Wesfarmers brands including Kmart

• Access to over 100+ exclusive team member benefits across health, shopping, travel and stay, wealth, work and leave

• 12 weeks paid parental leave, regardless of gender

• Fun stuff like annual festive gifts, discounted food and drinks at our Bunnings Cafe, and travelling store team member opportunities

• We’re genuinely invested in your career and no matter where you start with us, that pathway is yours to build

About the role.

The Customer Support Contact Centre Team Leader will provide leadership to the Customer Support team, enabling them to provide a positive customer experience to the Bunnings online customer base.

Our ideal candidate will have extensive experience working in a similar environment, that is approachable by nature with great people skills, sharing knowledge, coaching and stakeholder management skills.

Led by the Call Centre Manager, this is a full time permanent opportunity based in the Bunnings Support Office VIC – Burnley. We offer a flexible working arrangement of 2 days in the office and 3 days from home.

The Contact Centre team provides support to the Bunnings network during store operating hours, this role will be on a rotating weekend roster approximately every 6 weeks, however structured working week will be Monday to Friday.

What’s Involved.

• Provide strong operational leadership to the team on a day to day basis

• To ensure the whole team actively focuses on the achievement of both team and individual targets and initiatives, whilst ensuring that both internal and external stakeholders receive a best in class Customer Experience

• Provide ongoing Team Activity reporting

• Focus on process optimisation to enable the team to adopt efficiencies throughout their day to day operations.

• Engage in the personal development and coaching of each team member. 

• Manage the escalation of any issues that cannot be resolved at 1st level

• Continual follow up of any outstanding issues to ensure the fastest possible resolution time

• Responsible for the leadership, coaching and development of the Customer Support team

• Advocacy for the voice of the customer.

You’ll need:

• Call Centre / Contact Centre experience required

• Proven Leadership experience required

• Exposure to Call Logging Software (advantageous)

• Team Player and passion about reward and recognition

• Effective conflict resolution skills and time management skills

• Work well under pressure

• Customer-focused; responsive and proactive to customer needs with the ability to communicate with various stakeholders across the business

• The ability to work a rotation roster including weekends and some public holidays.

You’ll be part of a workplace where you’ll feel like you belong.

Bunnings strives to ensure everyone is treated fairly and our team are committed to supporting you at any stage of your recruitment journey. Be sure to let us know if you require an adjustment and we can provide the most appropriate support for you. Contact us at [email protected] and a member of the team will be in touch. 

About Us

Bunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand. We’re a major supplier to project builders, commercial tradespeople and the housing industry operating from a network of stores, trade centres, frame and truss sites and online.

By joining our passionate and diverse team, you’ll have the opportunity to grow, develop, have fun and make a positive difference – to our customers and the communities where we live and work. If you’re ready to roll up your sleeves and build something great together, apply today.

Please note if you are offered a role with us, background checks may be required. This can include police, employment and qualification checks. If a police check search returns a criminal record, Bunnings will assess whether the record impacts your ability to perform the key requirements of the role.