Customer Service Team Leader (Consumer)

Joining the Metcash Family

At Metcash, you’re part of something bigger. You have all the perks of a small business heart, without missing out on the big business support.

Being part of something bigger means you’re part of a strong purpose, where the work you do makes a big difference to independent business and local communities. It opens a sea of opportunities to develop yourself, grow your career, thrive your way and make your mark. And you’ll be part of our high performing team, where you reap the rewards of our collective success now and into the future.

About the Opportunity

At Metcash Food, we’re the power behind local business, proudly supplying over 1600 independently owned stores in every corner of Australia and New Zealand. With a range of trusted independent brands like IGA, Foodland and Campbells/C-Store, our stores sit at the heart of their communities, providing locals with the products and homegrown produce they love most.

We are looking for a friendly and customer-focused Consumer Support Team Leader to join our team in the retail industry. As a Consumer Support Team Leader, you will lead and motivate the Consumer Support team, providing regular feedback, highlighting opportunities to drive continuous improvement as well as contributing to strategic and operational aspects of the Consumer Team.

In this Role

• You'll be the go-to person for managing the Consumer Team, keeping daily operations running smoothly.
• Tackling customer complaints and concerns will be your forte, and you'll know when to escalate issues.
• You'll play a key role in rolling out and training new programs across the team.
• Providing top-notch technical support and troubleshooting product or service issues will be part of your day.
• Keeping accurate records of customer interactions and transactions will be second nature to you.
• Plus, you'll stay in the loop with our latest products, promotions, and company policies to give customers the best information.

You’re Likely a Match If (4-6 bullet points) (Skills, qualifications, experience)

• You have a strong background in Customer Service and a proven track record in leading teams.
• You’re a pro at resolving issues and keeping customers happy
• You have a vision for building positive internal cultures and driving successful outcomes
• You possess outstanding verbal and written communication skills, along with strong analytical and decision-making abilities. 
• You excel at problem-solving, finding innovative solutions to challenges as they arise.
• Experience in supply chain, transport, logistics, FMCG, or retail industries would be advantageous.

Life at Metcash (always use these, add others if they’re role specific)

🌈 Experience a supportive and flexible work environment. We are a FlexReady accredited workplace!

🌟 Enjoy a 5th week of annual leave every year after your first year.

🌿 Benefit from 2 well-being days and 1 volunteer day annually.

🌐 An abundance of learning, development, and career growth opportunities.

💼 12 weeks of gender-neutral paid parental leave for primary carers.

🏆 Proudly awarded the “Bronze Employer for LGBTQ Inclusion”.

⚖️A neutral gender pay gap of under 5% as published by WGEA 2022- 2023

🥇 Gold accreditation by Mental Health Australia.

About Us

Metcash is Australia’s leading wholesale distribution company, with revenue 1 exceeding $18 billion in FY23. We’re also an ASX top 100 listed company.

We believe that it is absolutely vital to Australia that there is a sustainable, independent, family-owned business sector. Independent retailers support their local communities. We help them to be the ‘Best Store in Their Town’ by providing merchandising, operational and marketing support across our food, liquor and hardware pillars.

We're dedicated to fostering diversity and inclusion in our workplace and are proud to be an equal opportunity employer. Joining our team means becoming part of something bigger, a company that actively promotes diversity, champions charitable causes, and supports environmental efforts. We welcome applications from individuals of all backgrounds, including First Nations. If you have any specific support or access needs, please don't hesitate to inform us when you apply. Rest assured; your personal information will be handled with the utmost confidentiality in accordance with applicable privacy laws.

Join us and become part of something bigger!

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