About Us:
Universal Store is one of Australia's leading fashion retailers, known for delivering the latest trends and an unmatched customer experience. Founded in 1999 in the quiet suburbs of Brisbane, we've grown to more than 107 stores nationwide, supported by a thriving online presence.
We partner with iconic global brands while proudly designing and delivering our own in-house labels - Perfect Stranger, Common Need, Luck & Trouble, and NeoVision. No matter the style, our mission remains the same: elevate every outfit and deliver customer service that goes above and beyond.
The Opportunity:
We're on the lookout for a Customer Experience Team Lead to join our Support Office. In this pivotal role, you'll help shape the delivery of exceptional service across all customer touchpoints while supporting the operational success of our Customer Experience Team.
This is the perfect role for someone who's passionate about customer satisfaction, thrives in a fast-paced retail environment, and enjoys leading and developing high-performing teams. You'll work closely with the Customer Experience Manager to implement strategic initiatives, uplift service quality, and foster a positive and high-energy team culture.
This is a Fixed-Term opportunity through to February 2027.
Key Responsibilities:
As the Customer Experience Team Lead, you will:
- Lead, coach, and develop team members to achieve performance goals and uphold outstanding service standards.
- Monitor, analyse, and report on CX performance metrics, KPIs, and service outcomes.
- Act as an escalation point for complex customer queries, ensuring timely and effective resolutions.
- Identify opportunities to enhance the customer journey and contribute to continuous improvement initiatives.
- Support the optimisation and use of technology to drive service and team efficiency.
- Step into operational leadership when the Customer Experience Manager is unavailable.
Skills and Experience:
- Proven experience in a customer experience environment, ideally within retail or eCommerce.
- Strong leadership abilities with demonstrated skills in motivating and developing teams.
- Excellent communication, problem-solving, and interpersonal skills.
- Strong organisational and time-management capability, with confidence in meeting deadlines.
- A proactive mindset and a passion for identifying opportunities to improve the customer experience.
- Alignment with our Universal Store values: Care for Everyone, Here to Help, Make it Work, Better than Good, and Contribute.
What We Offer:
- A vibrant, collaborative workplace culture with a supportive and growth-driven leadership team
- Hybrid working arrangements, with flexibility to work from home and our Support Office
- A modern, purpose-built Support Office with generous facilities and free on-site parking
- Exclusive staff discounts across our brands, plus access to partner deals and offers through Flare
- Wellbeing support through Sonder and regular wellness initiatives
- Regular social events and team activities
Apply now and be part of an amazing company that is growing, evolving and investing in its people.
Please note that due to the high volume of applications we receive, we may not be able to provide individual outcomes to all applicants. We appreciate your understanding.
