Frame Returns Team Leader - Operations

What you'll do

What we can do for you

At Specsavers, we know that to reach your full potential you need to work somewhere that will bring out your best. We pride ourselves on offering a workplace with a supportive, driven, flexible and inclusive culture.

In 2024, we were proudly recognised as one of Australia’s Best Places to Work for the second consecutive year and ranked 16th on Fortune’s list of the World’s 25 Best Workplaces.

Here’s a taste of just some of our perks:

• Quarterly bonus scheme
• Two free pairs of glasses each year
• On-site free parking
• Birthday, Volunteer, Professional Development and Paid Parental Leave
• Health & Wellbeing programs
• Fully funded social club – provides a wide range of activities throughout the year

So, if you like the sound of working for a company that’s dedicated to improving the lives of both their people and customers – we think you’d look good at Specsavers. 

About the role:

Reporting to the Melbourne Glazing Service (MGS) Production Manager based in Port Melbourne, you will provide day-to-day leadership across the team, track customer returns (including glasses and contact lenses), execute data entry processes to ensure timely, efficient performance and delivery of high-quality service to both stores and end customers.

In this role you will be directly involved in Retail Manufacturing Operations, as well as:

• Drive the performance of individuals and the team to prioritise the receipt and processing of Frame to follow volumes and ensure that Frame/Glasses credit returns are processed in a timely and accurate manner.
• Ensure enquiries (whether by telephone, email, in person or otherwise) are answered promptly by self and team and that a satisfactory conclusion for the customer is reached in a professional and appropriate manner. Handle escalated queries as required.
• Communicate effectively, both in verbal and written form, to teams and customers (internal/external) and suppliers.
• Actively manage and lead a team of 10 to improve their performance and, when appropriate, clarify own expectations of performance and provide constructive feedback and advice
• Ensure all workflow and performance reporting is updated in an accurate and timely manner as well as compile FTF/Returns statistics for analysis, trend identification and areas of opportunity.

About you:

• You will have a minimum of 4 years’ experience leading teams preferably within a Logistics or Manufacturing environment.
• We’re seeking a leader who is empathetic yet firm and fair, with proven experience working across culturally diverse teams.
• You will have strong communication skills with a positive and resilient mindset
• Will be customer-focused and highly organized; genuinely enjoys answering questions and solving problems through an effective and creative approach.
• Demonstrated capacity to determine priorities, meet strict deadlines and effectively balance competing demands and the ability to work under pressure both independently and as a member of a team.
• Can-do, enthusiastic and collaborative approach to workflow with intermediate Excel skills

About Us

At Specsavers we believe a diverse, inclusive and flexible culture enables our people to bring their whole selves to work and be proud of doing so. When it comes to flexibility, we understand that one size doesn’t fit all. Our flexible working at Specsavers enables us to work in ways that support our lifestyle to help us balance our career with the other important things in life.

Creating a great place to work for our people is pinnacle to us and along with our Behaviours is at the core of everything we do. We like to think it’s a fun and positive place to work – why not have a look for yourself https://join.specsavers.com/au/department/support-office/    

Applicants for the role are required to have current working rights as per, relevant government legislation.