Customer Experience Centre - Team Leader

Good Drinks Australia

Who We Are 

Good Drinks Australia is one of the country's largest independent craft beverage businesses, home to iconic brands like Gage Roads Brew Co and Matso's. We're passionate about redefining the beer and alcoholic drinks landscape through quality, innovation, and exceptional customer experiences.

Join a workplace where vibrant culture meets iconic brands. Whether you're drawn to brewing, hospitality, or brand strategy, Good Drinks offers a dynamic environment where your potential is nurtured and your passion finds purpose. Be part of a community shaping the future of Australia's craft beverage industry.

The Opportunity

We're looking for a Customer Experience Centre Team Leader to manage and grow a team of consultants who keep our national customer base connected, supported and buying. Based in Brisbane and reporting to the Sales Operations Manager, you'll be accountable for all customer contact activity across our brand portfolio, driving incremental sales and expanding our footprint with existing and future customers right across Australia.

This is a hands-on leadership role, you'll lead by example, get on the phones yourself, and build a team that works together toward a common goal of outstanding customer service. You're a natural leader who thrives on getting the best out of people and loves talking to customers just as much as coaching a team. You build rapport easily, know how to turn a conversation into a sale, and stay just as focused on the numbers as you are on the people delivering them.

We offer an attractive remuneration package for this role, negotiable subject to experience.

Key Responsibilities

• Develop a team of highly professional, motivated consultants
• Act as first point of contact for customer enquiries nationwide, personally making calls to drive uptake of deals and offers
• Manage customer interactions, particularly in country areas, using our CRM to record communication for the Field Sales Team
• Collaborate closely with the Field Sales Team to deliver an outstanding experience for every customer
• Motivate, coach and support the team day to day
• Stay across business initiatives and new product lines
• Create interest in the GDA portfolio by proactively informing customers of brands and offers
• Work with your manager to identify and deliver positive change and efficiencies
• Monitor daily call volumes to lift the efficiency of the Customer Experience Centre
• Keep the CRM updated with relevant customer and prospect changes

What Sets You Apart

• Previous experience in a customer contact centre, sales support or team leadership role
• Familiarity with CRM systems
• Exceptional customer service skills with a customer-centric mindset
• Excellent communication, management, interpersonal and leadership skills
• Computer literate with a sharp eye for detail
• Ability to build rapport and sustainable relationships with customers and stakeholders
• Target-driven, with a track record of hitting KPIs and targets

The Good Stuff

• Gage Bucks: beer money allocated throughout the year

• Staff discounts on merch, food and drink across our hospitality venues

• Invites to events through our industry, sporting and entertainment partnerships
• Access to our Employee Assistance Program

How to Apply

If this sounds like you, we'd love to hear from you! Apply now with your resume and a short cover letter.