About Fluidra
Fluidra Group Australia is a global leader in the pool and wellness industry, delivering innovative products and outstanding customer experiences.
With a strong portfolio of trusted brands, we pride ourselves on our commitment to excellence, teamwork, and continuous improvement.
About the Role
Reporting to the National Customer Experience Manager, you'll lead a team of Consumer Support Associates, ensuring exceptional service delivery across all consumer interactions.
You'll manage daily operations, monitor team performance, and provide hands-on leadership to maintain high standards of professionalism, accuracy, and customer satisfaction.
This role is key to driving service quality, efficiency, and continuous improvement within the Consumer Support function.
Key Responsibilities
Lead, coach and develop a team of Consumer Support Associates to achieve KPIs and service standards
Manage staffing, rostering, and daily operations to meet service level expectations
Oversee consumer enquiries, claims, and escalations via Salesforce and our cloud-based phone system
Maintain professionalism when dealing with escalations and external bodies (e.g., Fair Trading, ACCC, NCAT)
Empower the team to resolve customer issues effectively while providing support and guidance
Liaise with supply chain, manufacturing and sales teams to ensure accurate product and stock information
Track team performance and provide feedback, training, and development opportunities
Monitor service metrics and implement improvements to enhance customer experience
About You
You're a confident, hands-on leader with a passion for delivering excellent customer experiences.
You inspire your team to perform at their best and take pride in creating a supportive, high-performing environment.
What You'll Bring
Minimum 2 years' experience in customer service leadership
Proven ability to lead, coach and develop high-performing teams
Excellent communication, conflict resolution and problem-solving skills
Strong attention to detail and ability to manage multiple priorities under pressure
Proficiency in Salesforce, Excel and other CRM systems is highly desired
Experience in consumer products, manufacturing or distribution (advantageous)
What's in it for You?
Ongoing training and opportunities for career development
Paid parental leave and a day off for your birthday
Access to wellness programs, flu shots and employee assistance services
Staff discounts on Fluidra products
Be part of a supportive, people-focused team in a global company that values excellence and innovation
Ready to take the next step in your customer experience career?
Apply now
#J-*****-Ljbffr