Senior Design Systems & Quality Leader (Hybrid) in Newcastle

At Pet Circle, we believe pets deserve the very best, and the people who love them deserve a better way to care for them. Since 2011, we've grown from that single idea into Australia's biggest online pet retailer, with around 700 Pet Circlers across Australia, New Zealand and the Philippines, reshaping how pet parents discover, choose and receive what their pets need. Pet care is a $15 billion industry in Australia, and as pet ownership continues to grow, so do the expectations of modern pet parents. They want expert advice, personalised experiences, convenience and reliability, all delivered seamlessly. That's where we come in. We're building the future of pet care through technology, innovation and a deep understanding of what pets and their people need.

The role involves engaging with our community of pet families as their specialist for everything pet. Our frontline Customer Specialist Team needs to be absolute specialists in our products, business model and customers. Our Customer Specialists support our Customers through every stage of their journey with Pet Circle, from welcoming a new pet through to when things don't go to plan.

Working Arrangements:

• Full time, permanent role (38 hours per week), Monday - Friday
• We work between 6:45am and 7:30pm on a rotational roster
• You must have a good home office set-up, including desk, laptop (and second screen), headphones / headset, phone and a fast and reliable internet connection. This includes antivirus and malware software installed on your device.

What you'll be working on:

• Deliver best in class customer service in a high-volume and complex contact centre environment, predominantly phone-based with some live chat and email response.
• Handle all customer queries with the goal of providing an efficient, effective resolution while delighting our customers.
• Be a relationship building expert, creating genuine connections with every pet parent.
• Be solutions focused, owning every customer problem through to resolution.
• Apply root cause analysis to recurring issues and share insights for improvement.
• Champion continuous improvement, proactively identifying and suggesting better ways of working.
• Add a personalised, human touch to every interaction.
• Deliver on all team and individual KPIs, balancing productivity targets and customer satisfaction metrics.
• Be open and receptive to feedback and coaching.
• Positively contribute to our passionate, pet-loving, customer-oriented, and results-driven team.

What we're looking for:

• Minimum 2 years' professional experience in a fast paced, results driven environment managing internal or external customer requests.
• Fast learner with experience working with online systems and web technologies (CRM, ticketing systems, order management software is ideal).

Where you'll work:

This is a Sydney-based role. Our office sits on top of Wynyard station, it's pet-friendly. Our teams collaborate best and are most effective when together in the office but we work flexibly based on team needs.

A few good things:

• Heaps of development opportunities - lunch & learns, secondments & unlimited learning courses via Go1
• Flexible working environment
• Up to 50% employee discount
• Pawrental leave
• Volunteer days for the causes you care about
• Fitness corporate partnership

Why you'll want in:

Looking after pets, and the pet parents who love them, is what gets us out of bed. You'll own your patch and have the room to act on it. We move fast and decide fast, and we'd rather test an idea and learn from it than sit on it. You'll have rich, real-time data at your fingertips to back your thinking, and the freedom to chase an opportunity the moment you spot one.

What holds it together is what we stand for:

• We're better together
• We operate with humble hearts and hungry minds
• Pets matter, so pets and pet parents always have a seat at our table
• We're instinctively curious. Always
• Everyone (& their pets) Welcome

If this role excites you, we'd love to hear from you, even if you don't tick every box. If you need anything adjusted in the process to do your best, just say the word, we're happy to help.