Are you ready to be part of something bigger? At Lite n' Easy,we'renot just about meals;we'reabout transforming lives through better eating habits.
The Role
This is a big senior leadership opportunity — the kind where you get to shape strategy, lead large teams, lift customerexperienceand drive real improvements in service,performanceand engagement across the business.
Ifyou'rea strategic leader who knows that great teams and strong culture are what delivergreat results, and you havea track recordof leading leaders, this could be your chance to be part of something huge.We'regenuinely excited aboutwhat'sahead — and despite the name, this opportunity is anything but "Lite".There's real scope here to make your mark, build something meaningful and createa lasting legacy.
What's in it for you?
Varietypacked role in a fast-pacedenvironment
Influencehow millions of Australians connect with our products and brand
Createpurpose and shape people's lives
Be part of our journey, a chance to make changes and create legacy for one of Australia's most iconicbrands
Key Responsibilities
Develop and execute the National Contact Centre strategy aligned to organisationalobjectives.
Identifyopportunities for innovation,automationand process improvement to enhance both customer and employee experience.
Responsible for the recruitment,selection,inductionand developmentfor all team members nationally, includingContact CentreManagers, TeamLeadersand Consultants.




Monitor financial performance andidentifyopportunities for cost efficiencies whilstmaintainingcustomer service standards.
Develop,manageandmonitorService Level Agreements andperformance metrics nationally, including operational, efficiencyopportunities, trends, and serviced based metricsand ensure national transparency
About You
Ability to lead large, multi-site or national contact centre operations across voice, email, live chat, social and digital channels, whilemaintainingstrong service standards.
A history definingand executing strategy that aligns with businessobjectivesand drives measurable operational outcomes.
Demonstrated ability to build a positive, high-performance culture, lift employee engagement, develop leaders, improve teamcapabilityand reduce staff turnover.
Experience using customer insights, complaints, NPS, CSAT and service metrics to improve customer outcomes, servicerecoveryand overall customer loyalty.
Robust understanding of workforce planning, rostering, service levels, productivity, KPIs, quality assurance, payrollprocessesand cost control in a contact centre environment.
Ability toidentifyopportunities for process improvement, automation, technologyoptimisationand cost efficiency while balancing customer experience, employeeexperienceand business performance.
*Candidates must have full work rights in Australia to be considered for the role.
Lite n' Easy delivers great tasting, healthy meals that make it easy to lose weight and manage your weight. It's also a convenient solution for time poor people who are too busy to shop or cook every day.
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📌 Head Of National Contact Centre (Melbourne)
🏢 Mitchell's Quality Foods
📍 Melbourne