Role Purpose

As the Group expands both its traditional supermarket and digital commerce online services across brands, the Customer Contact Centre (CCC) is a key customer experience differentiator for the Group. The purpose of the Customer Services Team Lead role is to provide team leadership and functional operational excellence in the evolution of our CCC service delivery. The Customer Services Team Lead manages and co-ordinates aspects pertaining to the operational customer interfacing aspects of the Customer Services Team (between 10-18 Customer Service Agents). The role motivates and develops the specifically allocated Customer Services delivery team that continuously seeks to meet and exceed the needs of our customers. The role aligns with and supports the Customer Service Manager to co-create solutions, service scripts and standards with multiple stakeholders by placing the customer experience at the centre and evolving the s...