Customer Hub Team Lead

Let’s create a more sociable future together

At Endeavour, we’re totally into what we do. With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, we love to bring people together. Together we share our passion for our products and industry; it’s what inspires us to dream big, and continue to create new experiences for our customers and teams across Australia. If you thrive on positive energy, we want to meet you!

• Be uniquely you, come as you are
• Bring your passion and feel the energy
• Flexible hybrid working arrangements, Sydney based

The Customer Hub is a friendly mid-size contact centre team handling the daily retail and delivery enquiries of Endeavour brands, including Dan Murphy’s and BWS.

The Customer Hub Team Lead is responsible for leading a high performing, diverse team across phones, live chat and email to provide an exceptional customer experience with a focus on customer retention.

A passionate people leader with strong contact centre experience, you will work alongside other leaders to deliver Key Performance Indicators (KPIs) and team performance outcomes through coaching, mentoring and performance management. 

Sound good? Read on.

Here is a taster of what you can expect in this role:

• Lead a high performing team that meets operational KPIs, driving a strong performance culture.
• Take and resolve escalations that come through team members.
• Support our culture of coaching and feedback with planned regular discussions with your direct reports, including performance conversations if needed. 
• Monitor team performance to identify areas of strength and  opportunities for improvement.
• Engage in regular capability sessions for continual improvement of team and personal leadership development.
• Real Time Administration of interaction workflows to manage service levels, including providing operational insights on metrics.

Now let’s talk about you: 

• You have previous leadership experience within a call centre environment.
• You know how to coach and develop individuals to achieve business outcomes while creating a supporting environment. 
• You are a self-starter that can work individually or within a team to prioritise workload and hit targets.
• You are passionate about customers, with a common sense approach and ability to think on your feet in a fast paced environment. 
• You value flexibility whilst being able to work collaboratively with other team leads adhering to a 7-week rotating roster
• You have excellent verbal and written communication skills, with a rudimentary understanding of alcohol products.

The benefits are good too! 

• We offer flexible working in every sense
• An exclusive discount card for BWS, Dan Murphy’s, Woolworths, BIG W and other Endeavour Group brands, including our ALH pubs
• Monthly meeting-free days 
• Your health and wellbeing is your most important asset, and as one of our valued team members, it’s our first priority. You will have a range of free services to help you live well and support your physical, mental and financial wellbeing
• Endeavour Group is full of opportunities - use our dedicated learning and development options to grow an idea, yourself, and your career. This is just the start, so dream big.

At Endeavour, we value being a workplace where everyone’s welcome - if you meet a number of the requirements (and not all), we encourage you to apply.

We are together creators

With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, Endeavour Group is big on sociability. Together we create the moments that bring millions of people together. And together we have more fun, create more opportunities, and score a lot more goals. We’re serious about creating a safe, inclusive and fun place to rock up to where equal opportunity is key, and flexibility is part of how we roll.  

We’re all about creating a more sociable future - for our customers and each other. If this job excites you - and you’re close-enough on the requirements, reach out, we’d love to hear from you.

You can learn more about working with us on LinkedIn or at endeavourgroupcareers.com.au.

Our Talent Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Endeavour Group is not responsible for any fees related to unsolicited resumes.

#WeAreTogetherCreators #ComeAsYouAre #DreamBig #FeelTheEnergy #LeaveYourMark #EndeavourGroup