You will work collaboratively with all divisions within Grays, as well as our offshore partners to deliver quality customer service to our customers, identify trends and drive continuous improvement.
**In this role you will be responsible for**:
- Developing and implementing complaint-handling procedures.
- Training customer service staff on complaint-handling procedures.
- Taking a hands-on approach to managing escalated and complex complaints in a compliant, effective and timely manner.
- Monitoring and responding to complaints on online sites and platforms.
- Monitoring customer satisfaction levels, identifying trends in feedback and data (including NPS), and developing reports and recommendations for service improvement to deliver to senior management.
- Working collaboratively with other departments to improve customer satisfaction levels.
- Escalating serious complaints to senior management as necessary.
- Performing regular audits of complaint-handling procedures.
- Building and maintaining positive, productive and accountable stakeholder relationships to drive and improve the customer experience.
- Ensuring compliance with Australian Consumer Law and other relevant legislation, codes of practice and company policies and procedures.
- Contributing to a positive, proactive, customer-focused and accountable culture at Grays.
**We're looking for someone who has**:
- Demonstrated success in a similar, customer complaints focused role.
- Ability to motivate, influence and negotiate with others to achieve excellent customer service outcomes.
- The ability to establish and maintain positive and productive relationships with stakeholders.
- Excellent written and verbal communication skills.
- High-level interpersonal skills, with an approachable and collaborative approach.
- Exceptional problem-solving and dispute-resolution mindset and skills.
- The ability to remain positive and lead by example in challenging situations.
- Strong experience and knowledge in Australian Consumer Law.
**What's in it for you?**
- Progress your career in a dynamic and growing Australian e-commerce company during an important period in our customer experience journey.
- Enjoy a range of perks such as monthly vouchers to spend at Grays, regular BBQ breakfasts, recognition, discounts and free parking available at most of our sites.
- The opportunity to learn and develop through participation in Grays projects, people leadership sessions and access to a wide range of online learning modules.
- This role offers excellent flexibility with a hybrid working arrangement - giving you the benefit of on-site connection and collaboration balanced with the flexibility to incorporate working from home into your routine every week, if that suits you. Further, this role can be based close to any of our offices around the country.
**About Grays**
Grays is an Australian online retail and auction company, offering a huge range of consumer, industrial and commercial goods, direct from manufacturers and distributors. We offer our customers great value and convenience and our vendors an efficient alternative sales channel.
We employ around 400 people throughout Australian in our network of warehouses, distribution centres and offices.
- Please note, all successful applicants will be required to undergo right to work, bankruptcy and Australian Criminal History checks. Only short-listed applicants for this role will be contacted._
**Job Types**: Full-time, Permanent
**Benefits**:
- Employee discount
- Referral program
- Work from home
Schedule:
- Monday to Friday
Application Question(s):
- What is your expected annual base salary?
- How much notice are you required to give your current employer?
- How many years' experience do you have as a customer recovery manager position?
Work Authorisation:
- Australia (required)