Job Description
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.
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The Role
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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.
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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.
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What's in it for you?
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Varietypacked role in a fast-pacedenvironment
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Influencehow millions of Australians connect with our products and brand
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Createpurpose and shape people's lives
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Be part of our journey, a chance to make changes and create legacy for one of Australia's most iconicbrands
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Key Responsibilities
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Develop and execute the National Contact Centre strategy aligned to
organisationalobjectives.
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Identifyopportunities
for
innovation,automationand
process improvement to enhance both customer and employee experience.
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Responsible for the
recruitment,selection,inductionand
developmentfor all team members nationally, includingContact CentreManagers, TeamLeadersand Consultants.
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Monitor financial performance
andidentifyopportunities
for cost efficiencies




whilstmaintainingcustomer
service standards.
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Develop,manageandmonitorService
Level Agreements andperformance metrics nationally, including operational,
efficiencyopportunities,
trends, and serviced based metricsand ensure national transparency
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About You
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Ability to lead large, multi-site or national contact centre operations across voice, email, live chat, social and digital channels,
whilemaintainingstrong
service standards.
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A history definingand executing strategy that aligns with
businessobjectivesand
drives measurable operational outcomes.
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Demonstrated ability to build a positive, high-performance culture, lift employee engagement, develop leaders, improve teamcapabilityand reduce staff turnover.
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Experience using customer insights, complaints, NPS, CSAT and service metrics to improve customer outcomes, servicerecoveryand overall customer loyalty.
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Strong understanding of workforce planning, rostering, service levels, productivity, KPIs, quality assurance,
payrollprocessesand
cost control in a contact centre environment.
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Ability
toidentifyopportunities
for process improvement, automation,
technologyoptimisationand
cost efficiency while balancing customer experience,
employeeexperienceand
business performance.
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*Candidates must have full work rights in Australia to be considered for the role.
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Lite n' Easy delivers outstanding 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.

📌 Head Of National Contact Centre (Victoria)
🏢 Mitchell's Quality Foods
📍 Victoria