Customer Care Team Leader

Founded in 2019, Henne is a proudly Australian fashion brand driven by a clear vision and the continued leadership of our founding team. We’ve cultivated a workplace culture that values creativity, openness, and genuine collaboration. At Henne, our people are at the core of everything we do. As we grow, our commitment to investing in our team remains unwavering—because we know that our success is made possible by the passionate individuals who embody our brand and values every day.

Join Our Team as a Customer Care Team Leader.

We’re looking for an experienced Customer Care Team Leader to join our team on a full-time, permanent basis at Henne HQ in Hawthorn.

Are you passionate about delivering exceptional customer experiences and leading a high-performing team? Do you thrive in a fast-paced, collaborative environment? If so, this role is for you.

As our Customer Care Team Leader, you’ll lead and oversee the daily operations of our customer care team, ensuring inquiries are handled with efficiency, professionalism, and empathy. You'll play a key role in driving customer satisfaction, loyalty, and continuous service improvement. Reporting to the Head of eCommerce & Digital Marketing, you'll work closely with cross-functional teams to ensure our customers always receive the best experience.

The day to day:

Team Leadership & Coordination

· Lead and manage day-to-day customer care operations.

· Provide coaching, training, and performance feedback to the team.

· Foster a collaborative and positive team culture.

Customer Service Excellence

· Resolve customer complaints and escalated issues swiftly and effectively.

· Monitor feedback and identify service trends to support business strategy.

· Ensure a seamless and high-quality experience across all customer touchpoints.

Process Improvement & Reporting

· Identify and implement customer service process improvements.

· Maintain accurate records and follow-ups.

· Generate reports on KPIs including resolution time and customer satisfaction.

Communication & Collaboration

· Liaise with various support functions.

· Ensure alignment between customer care and other departments on promotions, product updates, and service policies.

Staff Scheduling & Coverage

· Create team schedules to ensure optimal staffing during peak times.

· Manage casual workforce to accommodate changing demand.

· Ensure the team is well-trained in systems and service excellence.

Quality Assurance & Compliance

· Monitor communications for quality and adherence to standards.

· Ensure compliance with consumer protection laws and data privacy regulations.

Product Knowledge & Training

· Stay up to date with product knowledge, website updates, and ongoing promotions.

· Lead training sessions to keep the team well-informed and skilled.

Administrative Support

· Support returns, refunds, and account management in line with policies.

· Maintain accurate customer records.

Customer Loyalty & Retention

· Champion loyalty and retention through meaningful interactions.

· Provide insights to enhance customer loyalty initiatives.

Skills & Qualifications:

· 3+ years’ experience in customer service or team management, ideally in retail or e-commerce.

· Strong leadership and team management skills.

· Excellent communication and conflict resolution abilities.

· Analytical mindset with attention to detail.

· Proficient in CRM systems and customer service platforms.

· Ability to prioritise tasks and thrive under pressure.

What’s in it for you?

· Full time, permanent role – be a part of our future!

· Annual salary of $70,000 - $80,000 + super

· Hybrid working – 2 days remote per week

· A dynamic and supportive work environment

· Opportunities for growth and development

· A chance to shape the customer experience of a growing business

At Henne, we are a welcoming, supportive, fun and energetic team! We want to ensure that all our team members love working at Henne, which is why we offer the following perks and benefits:

· A paid day off on your Birthday

· 40% discount on our Henne products

· Regular reward and recognition

· Professional development programs

· Wellness incentives

· Regular team socials

We are committed to fostering an inclusive and diverse environment where opportunities and challenges are a priority across many facets in which our business operates.

If you’re passionate about delivering service that makes a difference and want to play a key role in our growing Henne, apply now! We’d love to hear from you!