At Bunnings, you’ll make a positive difference to our business and beyond.

Bunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand and 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, Bunnings caters for consumer and commercial customers.

By joining our passionate and diverse team, you will have the opportunity to grow, develop, have fun and make a positive difference – to our customers and the communities where we live and work.

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 3 days in the office with Wednesdays weekly being the anchor day to ensure collaboration and accessibility to stakeholders, team, and peers.

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.  This includes but is not limited to: monthly one on ones, team meetings, performance appraisals and personal development plans as required.

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

Recruitment and selection of new team members

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

Be an excellent communicator – both written and verbal

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.

We’re here to support you.

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 jobs@bunnings.com.au and a member of the team will be in touch.

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

There's so much on offer when you're part of our Bunnings team with benefits including:

Our flexible and informal work environment which helps bring balance between work and home.

Team discount at Bunnings, OnePass and with other Wesfarmers retailers including Kmart, Target, Officeworks and Catch.

Discounts from corporate partners (such as private health insurance, gyms, car rental) and cost price food and drinks at our Bunnings café.

12 weeks paid parental leave, regardless of gender, annual flu vaccinations and health checks.

The opportunity to create a real difference in your local community and environment.

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

Please note that if your application progresses to the reference check stage, you may be required to submit a police check. If your search returns a criminal record, Bunnings will assess whether the record impacts your ability to perform the key requirements of the role.