Snooze Management, based in Canterbury  is currently seeking a detail-focused, self-motivated Customer Care Specialist to lead the customer service area of the Snooze business. The successful candidate will manage one team member  as part of the role.

Perks of the job  

• Work with an amazing, passionate and talented team of individuals
• Ongoing training, development, support & office activities 
• Join an iconic brand with quality products and exceptional service 
• Enjoy employee discounts across all our brands
• Hybrid work (once role established)

Compliance

• Disseminate written policies and procedures related to compliance activities regarding ACL guidelines
• Consult with General Counsel as necessary to address difficult legal compliance issues
• File appropriate compliance reports with regulatory agencies
• Identify compliance issues that require follow-up or investigation
• Review communications such as sales, marketing and advertising as part of the compliance sign-off process
• Design and direct the development or implementation of compliance-related policies and procedures

Customer Service

• Manage and maintain documentation of compliance activities, such as complaint escalations received and investigate and assist with outcomes
• Manage social media communications for Snooze brand specific to inbound customer communications
• Maintain communication regarding service issues; mediate between suppliers, franchise partners and customers
• Manage timely communications with customers and ensure all customer communications are properly addressed
• Address incoming social media comments within 24 hours

Franchise Partner Communication

• Provide guidance on compliance topics, policies or procedures related to customer service: at the induction process and on an on-going basis, as required
• Redress (or Resolve) customer issues that Franchisees are unable to provide satisfactory resolution with management involvement

Training

• Provide training and guidance to the Customer Care Coordinator on compliance topics, policies or procedures related to customer service
• Train new Franchisees on compliance and customer service procedures and processes

Systems

• Assist in the identification, development and maintenance of any customer database as a communication platform that works seamlessly with stores and internal stakeholders
• Verify that software technology is in place to adequately provide monitoring of customer contacts with Snooze

To be considered for this role, you must have: 

• A working background in retail franchising is preferred
• At least three-five years in a similar role preferred
• An exceptional level of Excel proficiency 
• High levels of English literacy 
• The ability to communicate at all levels, across multiple channels
• High-level planning and organisation with a strong service approach and attention to detail
• The ability to work both autonomously and co-operatively with others and contribute in a team environment
• A positive can-do attitude to work

Please note the successful candidate will be required to submit a clean, current and valid national Police check as the inherent requirements of this role will include handling sensitive data.

If you feel you have the skills and background to make an impact in this role, apply now by completing the questionnaire and uploading your CV.