MAYDAY Recruitment is proud to be partnering with one of Australia's largest funeral service providers to recruit a compassionate and experienced Customer Care Hub Leader to lead their contact centre team. This is a unique opportunity to step into a meaningful leadership role where empathy, operational excellence, and people leadership are at the heart of every interaction. Leading a close-knit team of Customer Care Specialists, you will play a pivotal role in supporting families during some of life's most difficult moments while driving service excellence, team engagement, and continuous improvement across the Customer Care Hub. Working within a collaborative and values-driven environment, you will lead by example, ensuring every customer interaction is handled with professionalism, care, and compassion. What you'll be doing: • Leading and supporting a high-performing inbound and outbound Customer Care Hub team • Coaching, mentoring, and developing Customer Care Specialists to deliver exceptional customer experiences • Managing day-to-day operations, including workforce planning, scheduling, and performance management • Monitoring team performance to ensure SLAs and KPIs are consistently achieved • Acting as the primary escalation point for complex or sensitive customer matters • Conducting call monitoring, quality assurance, and regular one-on-one coaching sessions • Driving a culture of continuous improvement, collaboration, and customer-centric service delivery • Building strong relationships with internal stakeholders across operations, leadership, and support teams • Identifying opportunities to improve processes, efficiencies, and customer outcomes • Supporting change initiatives and ensuring contact centre technologies and systems are effectively utilised What we're looking for: • Previous leadership experience within a contact centre or customer service environment • Strong coaching and people leadership skills, with the ability to motivate and inspire teams • A compassionate, mature-minded, and resilient approach • Exceptional communication and stakeholder management skills • Ability to remain calm and professional in emotionally sensitive situations • Strong operational and organisational skills, with experience managing KPIs and workforce planning • Experience working with CRM systems and contact centre technologies • A customer-centric mindset with a passion for service excellence • Experience within healthcare, community services, funeral services, or other people-focused industries highly regarded What's on offer:
* Full-time permanent opportunity
* Tuesday – Saturday (Tuesday – Friday 8am – 4pm) (Saturday 7-3)
* Work with a respected and established organisation making a genuine difference in the community
* Supportive and collaborative team culture
* Ongoing leadership development and training opportunities
* Meaningful work where you can positively impact families and support your team every day
* Opportunity to contribute to service innovation and continuous improvement initiatives
If you are an empathetic and driven leader who thrives in a people-focused environment and is passionate about coaching teams to deliver outstanding customer care, we would love to hear from you. #J-18808-Ljbffr