Are you an expert in exceptional customer service with a passion for the latest trends? About Us: Universal Store is a leading Australian fashion retailer that remains an iconic supplier of fashion forward trends. Born in 1999 in the sleepy suburbs of Brisbane, Queensland, we have grown to over 107 stores nationally and thriving online store. Partnering with globally recognised labels as well as proudly producing our in-house brands such as Perfect Stranger, Common Need, Luck & Trouble, and NeoVision, we continue to elevate your outfit with a level of service that is unrivaled. About the Role: Universal Store is seeking a dynamic and results-oriented Customer Experience Team Lead to join our team on a Fixed Term Basis. In this pivotal role, you will contribute to the delivery of exceptional customer service and the operational effectiveness of our Customer Experience Team. This is an excellent opportunity for an individual passionate about customer satisfaction and thriving in a fast-paced retail environment. You will support the Customer Experience Manager in implementing strategic initiatives and fostering a high-performing team culture focused on delivering a seamless and positive customer journey. Key Responsibilities: As the Customer Experience Team Lead, you will play a key role in the day-to-day management of the Customer Experience Team and ensure the delivery of outstanding service across all customer touchpoints. Lead, coach, and develop Customer Experience team members to achieve performance objectives and maintain high service standards. Monitor and report on Customer Experience performance metrics, KPIs, and service benchmarks. Serve as a point of escalation for complex customer issues, ensuring timely and effective resolution. Contribute to the identification of opportunities to enhance the customer journey and improve overall customer experience. Support the optimisation of technology to enhance team productivity and the customer experience. Assume responsibility for the team's performance and operations in the absence of the Customer Experience Manager. Skills and Experience: Demonstrated experience in a customer experience role, preferably within the retail or eCommerce sector. Proven leadership skills with the ability to motivate, mentor, and develop team members. Strong organisational and time-management skills with the ability to meet deadlines. Excellent communication, interpersonal, and problem-solving abilities. A proactive approach to identifying opportunities for improvement and driving positive change. Alignment with Universal Store's core values: Care for Everyone, Here to Help, Make it Work, Better than Good, and Contribute. Why Join Universal Store: Excellent organisational culture and collaborative environment A potential long-term career in the business with a supportive leadership team Purpose built open plan office with modern amenities Great product discounts, employee benefits, and giveaways! Join an ASX listed and Australian born darling of the youth fashion retail sector. If you are a motivated and customer-focused individual seeking a challenging and rewarding opportunity on a fixed term basis, we encourage you to apply. Due to the volume of applications we often receive, it may not be possible to provide an outcome to everyone.
