Customer Care Team Leader

Be apart of a brand new team - in our brand new Auckland location

Super Retail Group is the proud owner of four iconic brands: Supercheap Auto, rebel, BCF and Macpac, and is one of Australia and New Zealand's largest retailers. The talent of our teams and their passion for providing an experience which inspires and enhance our customers' leisure time drives our culture of innovation and opportunity. 

ABOUT THE ROLE

The Customer Care Centre is central to the ongoing success of our business. Spanning four locations across Australia and New Zealand the ongoing team of 90 and peak period team of up to 150 provide support to our customers and customer insight to our business.

Super Retail Group are seeking an experienced and talented Customer Care Team Leader.

The role will be responsible for coaching, supporting, leading, and motivating a team of customer care consultants who are based both in the office and remotely. You will aid with delivering and enhancing an outstanding customer service experience across channels which may include inbound and outbound voice, email, webchat, social media and/or emerging channels.

You will be reporting to the Operations Manager, who is super motivated and ambitious to succeed and lead you into one of the best working environments. As such, we are seeking for the next superstar leader to join this growing team. If you are dreaming of a role that will lead you to the next phase of your career, then this is the role for you.

Flexible Working Arrangement

We offer a hybrid working model: 2 days at home and 3 days in the office.

Wednesday is our Customer Care Centre anchor day, requiring in-office attendance to foster collaboration and team connection.

Your responsibilities will include, but not be limited to:

• Fostering a culture of positive and open communication within the team to maintain a clear understanding of the group, divisional and business Unit vision, purpose, and strategy
• Identifying development and coaching opportunities to uplift team capability and nurture any deficiencies
• Actively mentoring and developing direct reports, coaching and providing feedback on a regular basis, whether it be, informal, regular one on one catch ups and formal performance reviews 
• Analysing results and performance, and determining strategies to improve growth, retention, service capability and performance

ABOUT YOU

• Proven ability to coach, guide and develop team members to drive consistent, high-quality performance
• Demonstrated experience leading teams to achieve strong results in a fast-paced environment
• Background working within a high-volume contact centre
• Strong professional work ethic with the agility to adapt effectively to change
• Confident in discussing risk management and compliance obligations with direct reports
• Highly capable in navigating multiple systems and technologies, including SAP, Salesforce, AWS, Dimensions and Microsoft Office
• Excellent communication and organisational skills, with the ability to provide clear direction and structure to teams
• A proactive self-starter who can quickly hit the ground running and work effectively in a remote leadership model, with a leader based in Brisbane

WHY JOIN US? 

• You'll get to join for an organisation with a culture that is driven by innovation and creating awesome experiences for our customers and teams, and will get to work alongside a diverse team across Super Retail Group that is representative of the communities we work in. 
• Super Retail Group is a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality citation holder. 
• We are committed to your professional development and will support on-going opportunities for both learning and progression. 
• You will get access to generous discounts across all Super Retail Group brands, as well as access to our Perks Programme, including discounts on Health and Wellbeing, Entertainment, Travel and Accommodation and more. 

Our Culture of Inclusion

Super Retail Group is proud to be an equal opportunity employer. We support, promote and celebrate diversity and we recognise the benefits a culture of inclusion brings to our workplace and customer experience. 

How to apply

Interested candidates for this role should apply by following the links and sending your resume.

Applications will close on 14th January 2026.