Fashion Identity



$ K

With nearly 200 store across Australia, New Zealand and South Africa, this retail giant offers high-style and comfortable clothing – making every woman feel beautiful.

As a senior team member you will be responsible for the strategic development and management of the entire Customer Service team, you will be highly organized, results driven, adheres to deadlines, strives for the highest quality standards for the brand and enjoys working within a fast paced, focused environment.

You Will:

  • Lead the Contact centre to ensure the highest standards of customer experience.
  • Maintain a behaviour and manner in all customer interactions that reflects a quality image of the company.
  • Improve and optimise the use of Zendesk, customer service technology within the business
  • Undertake CS reporting to understand areas for customer experience improvement within the business and team
  • Be the ‘Voice of the Customer’ within the online team
  • Oversee management and optimisation of the online fraud solution
  • Coach the team to achieve the service and productivity goals of the centre. Lift the skills of the CS team, broaden their capability, and provide opportunity for development.
  • Establish and maintain a culture of continuous improvement across all service areas
  • Define, review and manage team targets and goals. Monitor team KPIs.
  • Conduct monthly one-on-one and annual performance reviews
  • Recruitment, induction & training of all new employees
  • Analyse and provide support and training across the team
  • Coach and mentor of all existing employees
  • Provide individual coaching based on monthly performance management results



  • Ability to handle high call volumes in a busy, fast-paced environment
  • High IT literacy in Magento, Braintree, Kount Fraud/Braintree, Retail Directions, Email and Live chat platforms, Phone system software or equivalent platforms
  • Experience with TL and team management is essential.


Excited?! OMG, you should be! This is a once in a life time opportunity.

Apply now by sending your CV through in WORD format to or call Leah on (02) 9211 6457 and quote job code 4796

For a full list of our vacancies, please visit our website for more details

Please note only those applicants who fit the brief will be contacted in relation to their application.

Job Code: 4796 4812