About the Company

Are you ready to be part of something bigger? At Lite n' Easy, we're not just about meals; we're about transforming lives through better eating habits.

About the Role

This is a senior leadership opportunity — the kind where you get to shape strategy, lead large teams, lift customer experience and drive real improvements in service, performance and engagement across the business. If you’re a strategic leader who knows that great teams and robust culture are what deliver great results, and you have a track record of leading leaders, this could be your chance to be part of something huge. We’re genuinely excited about what’s ahead — and despite the name, this opportunity is anything but “Lite”.

There’s real scope here to make your mark, build something meaningful and create a lasting legacy.

Responsibilities

- Develop and execute the National Contact Centre strategy aligned to organisational objectives.
- Identify opportunities for innovation, automation and process improvement to enhance both customer and employee experience.
- Responsible for the recruitment, selection, induction and development for all team members nationally, including Contact Centre Managers, Team Leaders and Consultants.
- Monitor financial performance and identify opportunities for cost efficiencies whilst maintaining customer service standards.
- Develop, manage and monitor Service Level Agreements and performance metrics nationally, including operational, efficiency opportunities, trends,



and serviced based metrics and ensure national transparency.

Qualifications

Ability to lead large, multi-site or national contact centre operations across voice, email, live chat, social and digital channels, while maintaining strong service standards.

Required Skills

- A history defining and executing strategy that aligns with business objectives and drives measurable operational outcomes.
- Demonstrated ability to build a positive, high-performance culture, lift employee engagement, develop leaders, improve team capability and reduce staff turnover.
- Experience using customer insights, complaints, NPS, CSAT and service metrics to improve customer outcomes, service recovery and overall customer loyalty.
- Strong understanding of workforce planning, rostering, service levels, productivity, KPIs, quality assurance, payroll processes and cost control in a contact centre environment.
- Ability to identify opportunities for process improvement, automation, technology optimisation and cost efficiency while balancing customer experience, employee experience and business performance.

If you're excited to take on your next challenge and contribute to one of Australia’s leading food companies, Apply now! Join us in shaping the future of healthy eating in Australia.

Pay range and compensation package

Meal Discounts, on-site Gym, Health Checks and Physio.

Equal Opportunity Statement

We are committed to diversity and inclusivity.

📌 Head of National Contact Centre (Melbourne)
🏢 Lite n’ Easy
📍 Melbourne