About BrevilleOver the past80+ years Breville has grown to become an iconic global brand, deliveringkitchen products to over 70 countries around the globe. Breville enhancespeople’s lives through the delivery of brilliant innovation and thoughtfuldesign based on deep consumer insights, empowering people to do things moreimpressively or easily than they’d thought possible in their own home andultimately allowing them to “Master Every Moment”.
A career atBreville is truly a one-of-a-kind experience. It’s more than working for a global leader; it’s an opportunity to be a part of something that impactspeople all over the world.
Customer Care Supervisor – EMEA
Partner Operations, Customer Experience & Continuous Improvement
Are you someone who sees a customer or operational problem and naturally starts asking, “Why is this happening, and how can we make it better?”
We are looking for a Customer Care Supervisor – EMEA to play a key role in the performance and development of our outsourced Customer Care operations across multiple BRG brands and markets, with primary responsibility for Baratza and Beanz, together with additional support for Sage where required.
This is not a traditional frontline people-supervisor position. Instead, you will act as an important link between our outsourced Customer Care partners and teams across BRG, helping ensure that our customers receive consistent, high-quality support while identifying opportunities to improve performance, processes, product knowledge and the overall customer experience.
You will have considerable ownership and will often be the person people turn to when the answer is not obvious: analysing what is happening, bringing the right people together and helping turn complex issues into practical solutions.
Outsourced Partner & Customer Care Performance
- Act as a key Customer Care contact for outsourced teams, Team Leads and trainers.
- Support complex product, process and customer-handling questions while helping partners develop the capability to resolve more independently.
- Monitor Customer Care performance, including CSAT, backlog, response times and resolution times, identifying trends, emerging risks and performance gaps.
- Proactively highlight service-level, staffing or performance risks before they become larger customer or business issues.
- Work with partner leadership to understand root causes, agree corrective actions and improve customer handling.
- Support the communication and implementation of Customer Care process changes across outsourced teams.
- Complete required system approvals and support cases requiring action outside the outsourced team’s access or authority across the supported brands.
- Help ensure that performance improvements are visible, measurable and sustained.
Quality, Customer Experience & Escalations
- Review customer contacts, escalations and feedback to identify recurring handling, knowledge or process gaps.
- Support complex or sensitive escalations that cannot be resolved through standard Customer Care processes.
- Coordinate with internal stakeholders where additional expertise, clarification or decisions are required.
- Work with QA and Customer Care teams to improve case quality, consistency and customer outcomes.
- Analyse recurring contact drivers and customer feedback to identify root causes and improvement opportunities.
- Turn emerging trends into structured actions rather than waiting for individual issues to become recurring problems.
- Support improvements designed to reduce repeat contacts, customer dissatisfaction, unnecessary refunds or replacements and avoidable Customer Care effort.
Knowledge Management, Training & Partner Enablement
- Create, maintain and continuously improve SOPs, process documentation, decision trees and internal guidance.
- Translate complex information into practical guidance that outsourced agents can easily understand and apply.
- Identify knowledge and training gaps through recurring questions, escalations, QA findings and team feedback.
- Develop and deliver additional product and process training where required.
- Work closely with outsourced trainers so they can independently train and support their teams.
- Coach teams on how to find, understand and apply information, rather than creating dependency on internal support.
- Support onboarding and knowledge development for new products, processes and launches.
Brand & Product Responsibilities
You will develop and maintain strong knowledge of the brands, products and Customer Care processes within your scope and act as a trusted Customer Care subject-matter contact.
You will oversee and support EMEA Customer Care activities for Baratza, including:
- Developing and maintaining strong troubleshooting and product knowledge to support outsourced teams.
- Working closely with Service and other stakeholders to enable effective troubleshooting, repair and parts-based solutions.
- Supporting Baratza’s repairability approach by helping teams identify appropriate service or parts solutions rather than defaulting unnecessarily to product replacement.
- Supporting communication and training relating to products, known issues and process changes.
- Identifying emerging product or customer-experience concerns and ensuring that the appropriate stakeholders are engaged.
- Supporting regional and global alignment on Baratza Customer Care topics.
Beanz
You will support Customer Care activities relating to the wider Beanz business and work closely with Beanz stakeholders to ensure the customer perspective is represented when decisions and changes are made.
This includes:
- Supporting complex cases relating to orders, subscriptions, promotions, cancellations, refunds, fulfilment and other Beanz Customer Care topics.
- Identifying recurring customer pain points and opportunities to improve processes, propositions and communication.
- Providing Customer Care input into Beanz launches, proposition changes and process improvements.
- Ensuring changes within the wider Beanz business are translated into clear Customer Care processes, communication and guidance.
- Building effective cross-functional ways of working when customer issues require input or decisions from multiple teams.
Sage
You will also provide backup and additional support to the Sage Customer Care Manager where required, helping ensure continuity during absence, increased workload or periods where additional capacity is needed.
This may include system approvals, Customer Care escalations and other operational support.
Customer Feedback & Reviews
Customer feedback is not simply something to respond to; it is information we can use to improve.
- Monitor customer feedback and public reviews, including Trustpilot where applicable.
- Support appropriate review responses and customer recovery actions in line with brand expectations.
- Analyse themes across CSAT, reviews, escalations and other customer feedback.
- Identify meaningful changes or performance gaps early and bring them to the attention of the appropriate stakeholders.
- Compare performance and practices across markets where useful, identify opportunities to learn from stronger-performing teams or regions and translate those insights into practical improvements.
- Turn customer sentiment and performance trends into actionable and measurable improvement opportunities.
Stakeholder & Process Management
This role works across organisational boundaries, so the ability to build relationships and influence without direct authority is essential.
You will work closely with Customer Care leadership, outsourced partners and stakeholders across areas including Service, QA, Product, Brand, Sales, Legal and regional/global teams.
- Represent the Customer Care and customer perspective while balancing wider business requirements.
- Build constructive relationships across teams with different priorities and responsibilities.
- Be comfortable raising concerns or providing critical feedback professionally, factually and constructively.
- Support alignment of Customer Care processes across markets and regions while recognising where regional differences are necessary.
- Proactively identify opportunities to improve Customer Care processes and ways of working.
- Develop scalable solutions through process change, documentation, training and partner enablement.
- Follow improvements through implementation to ensure they deliver the intended result.
Qualifications and Experience
- Experience working with or overseeing outsourced Customer Care partners.
- 3 years Strong Customer Care and customer-experience.
- Experience and willingness in adopting and maximising AI opportunity to improve Customer Care processes, knowledge management, reporting or operational efficiency is important.
What we offer you:
- Competitive compensation package
- A fun and rewarding team environment
- Opportunity to work for an Australian Stock Exchange listed company
- Employee assistance program
- Paid parental leave policy
- Employee discounts of up to 50% on all our electrical products
Breville Group is proud to be an Equal Employment Opportunity Employer.
#J-18808-Ljbffr
