Customer Care Centre Supervisor at Hastings Deering (Australia) Ltd

Company :

About the Role

Hastings Deering is seeking a Customer Care Centre Supervisor to lead our Level 1 Customer Care team at Beaudesert Road on a permanent, fulltime basis. This role is pivotal in driving our Customer Experience (CX) and Digital strategies, ensuring our Customer Care Centre (CCC) operates as a key enabler across the business.

As part of the CCC leadership team, you will play a critical role in strategy execution, change management, and team development. You’ll set the standard for visible leadership, uphold our values, and ensure the success of our transformation objectives.

Key Responsibilities

• Establish and oversee the sustainability of Hastings Deering’s Level 1 support function within the Customer Care Centre.
• Expand and scale Level 1 service offerings to meet evolving customer and business needs.
• Develop and maintain work instructions for all Level 1 enquiries, initially covering:
  • Parts: Support calls routed via Cisco skills-based call system.
  • Digital: Inbound customer support calls and outbound education to strengthen self-serve capability.
• Deliver exceptional customer experience by managing performance metrics including agent occupancy, queue abandonment, wait times, call handle times, and quality standards.
• Provide both strategic and hands-on leadership to ensure high-quality, cost-effective service delivery.
• Coach and guide Level 1 agents, as well as provide indirect leadership to Parts Administration and Parts Officers where required.
• Identify and implement training, development, and coaching opportunities for team members.
• Drive the execution of CCC change initiatives, adapting to business direction where required.
• Act as a visible leader who consistently upholds company values and behaviours.

About You

To succeed in this role, you will bring:

• Tertiary qualifications in business, commerce, or equivalent experience.
• Minimum 2 years’ experience in a call centre or customer-focused environment.
• Strong understanding of parts, equipment or related industry experience
• Proven experience in real-time call centre management.
• Minimum 2 years’ experience in digital solutions or automation, with strong digital proficiency.
• Demonstrated leadership experience (direct or indirect).
• Knowledge of systems such as AX, Cisco Webex Contact Centre, CRM, and Workforce Optimisation software (highly regarded).
• Knowledge of Caterpillar operations, services, and products (advantageous).

Why Hastings Deering?

At Hastings Deering, our people are at the heart of everything we do. When you join us, you’ll access:

• Employee discounts, rewards, and incentive programs.
• Income protection insurance.
• Flexible working arrangements supporting work-life balance.
• Health and wellbeing programs, including EAP, free health checks, and discounted private health insurance.
• Training, mentorship, and career development opportunities tailored to your role.
• A supportive, inclusive, and diverse team across Australia and beyond.

How to Apply

Click ‘Apply Now’ to submit your application.

Enquiries: 1300 071 618
Contact Person: Talent Acquisition Partner – Celeste Middleton