Who We Are

Peters Ice Cream is Australia's number one ice cream manufacturer, with over 110 years of heritage. At Peters, our purpose is to help everyone treat life joyfully, now and for years to come. We are proud of our portfolio of iconic brands, such as Drumstick, Maxibon, Connoisseur, and Frosty Fruits. Join a company whose core values are We are Better Together, We do What is Right, We Take Ownership, and We Seek to Improve.

We have an exciting opportunity for a passionate and commercially focused leader to lead our National Contact Centre. Reporting to the National Field Sales Manager, this role is a key member of the Out of Home Sales Leadership Team and plays an important role in connecting our customers, Field Sales team and broader business.

Our Contact Centre is much more than a traditional telesales function. The team manages inbound and outbound customer sales while supporting the day-to-day operation of our direct business, including customer service, order management, new product launches, distribution, delivery support and sales insights.

With customer ordering becoming increasingly digital, the role will also help shape how we evolve our customer experience, improve productivity and use data and technology to identify new sales opportunities.

Key responsibilities

- Lead, develop and coach a team of Customer Sales Coordinators to deliver a high-performing, customer-focused culture
- Drive sales growth and proactive selling, identifying opportunities to increase distribution, ranging and customer value
- Support delivery of the national Out of Home sales budget and key performance measures




- Work closely with Field Sales to ensure opportunities, customer issues and actions are effectively identified and followed through
- Lead the continued development and adoption of Peters Online, supporting customers as ordering behaviours become increasingly digital
- Use customer, sales and call data to provide actionable insights and identify opportunities for growth
- Manage order processes, forecasting, route planning and operational support for our direct delivery network
- Manage team resources, rostering, recruitment and labour budgets
- Identify and implement process improvements that simplify the customer experience and improve productivity

What we are looking for

- Solid leadership, people development and coaching capability
- A commercial and sales-focused mindset, with the ability to turn customer insights into action
- Excellent communication and customer service skills
- Experience leading a Contact Centre, customer service, sales or similar operational team
- Strong understanding of sales operations and/or direct delivery environments
- Confidence using data and performance measures to drive improvement
- Ability to manage competing priorities in a fast-paced setting
- A continuous improvement mindset and willingness to challenge how things have traditionally been done

Benefits

- Fantastic team culture
- Hybrid working model, with three days onsite and two days working from home
- Training and development opportunities
- Paid parental leave
- Ample free parking
- Free product onsite
- Onsite staff canteen and staff shop
- Salary packaging

📌 Contact Centre Team Leader (Mulgrave)
🏢 Peters Ice Cream
📍 Mulgrave