Help & Advice Manager - Yates Hybrid
Help & Advice Manager - Yates Hybrid
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Job Description
Our company
Yates Group has been an integral part of our gardens for over 140 years. Home to household brand names such as Yates Seasol Munns and Hortico the business is passionate about the magic a garden can create for your home. Our success is directly attributed to the passionate innovative people in our business. If you are passionate about making a difference we are the right environment for you! Yates Group is proudly part of the DuluxGroup home to some of Australias most iconic brands and 8000 employees globally.
Your role
As the Help & Advice Manager youll be the driving force behind our customer support strategyleading a team of horticulture advisors who handle inquiries complaints and product support across garden care categories. Youll be a brand ambassador translating technical knowledge into accessible advice for gardeners of all levels and retail partners.
This role is about more than serviceits about creatingamazing experiences buildingbrand trust and ensuring every interaction reflects our values.
In this newly defined strategic leadership role within the Yates Marketing function youll link the output of the team with our What Really Matters pillars in marketing to ensure alignment execution and delivery of our business priorities.
This is your chance to shape how we support our customers elevate our brand and lead a team that brings expert horticultural advice to life.
Were proud to represent market-leading trusted brands and products and were looking for someone who shares that pride. If youre energised by working alongside team mates who have the same passion and drive as you we want to hear from you.
DuluxGroup is proudly an equal opportunity employer. Talent is our only criteria. Let us know by emailing if you require any adjustments to the recruitment process so we can support you to present your best self.
Key Responsibilities
- Team Leadership & Coaching:Guide and grow a team advisors fostering a culture of positivity accountability and continuous learning
- Customer Advocacy:Champion empathetic accurate and timely support
- Strategic Alignment:Connect team outputs to our marketing pillars ensuring alignment with business priorities
- Operational Excellence:Manage digital-first channels (Live Chat Socials) monitor call volumes and oversee escalations and complex cases
- Training & Capability Building:Onboard new team members deliver product training and champion personal development
- Insights & Feedback:Capture customer sentiment to inform planning and improve strategies
- Cross-Functional Collaboration:Work closely with marketing product legal and supply chain teams to resolve issues and support campaigns
Benefits
- Stay active anytime anywhere through our partnership with Fitness Passport and get unlimited discounted access for you and your family to a wide range of gyms and pools across Australia
- Enjoy comprehensive holistic health and well-being support including our Wellbeing Hub and full EAP support
- Let us cover the gap for you employees with private health insurance extras cover can claim up to $1000 out of pocket gap costs annually
- Give back to the communities in which we live and work with our Community Action Day and other programs
- Market leading Learning and Development initiatives and genuine career pathways to accelerate your growth
- 20 weeks paid parental leave (primary carers) and 2 weeks paid partner leave available from the first day you start working with us.
- Feel truly valued through our employee recognition programs
- Enjoy generous discounts on DuluxGroup products and through our corporate partnerships
Skills & Experience
- Proven leadership in customer service ideally in FMCG home improvement or garden care
- Strong communication and coaching skills with a passion for mentoring
- Operational and analytical capability to manage metrics and drive improvements
- Product knowledge or interest in garden care and seasonal trends
- Degree in Business Communications Psychology or Horticulture preferred
- Digital fluency and experience with CRM/chat platforms and cross-functional teamwork
Imagine a better place
Yates Group is proudly part of the DuluxGroup we believe in the power to Imagine a better place and we want you to be a part of it!
Youll work with over 50 iconic trusted household brands with a 100 year history have the stability of working for a global company and your work will have a real impact. Join us and be part of our growth trajectory as we continue to expand our business globally and innovate in our industry.
At DuluxGroup we foster a culture of inclusion diversity and flexibility. We care about your wellbeing and we prioritise your safety in everything we do. Youll work alongside people who value your unique perspectives and contributions.
If youre ready to join a compassionate and collaborative workplace your opportunity starts here.
How to apply
We are looking to speak with you asap please apply online!
Required Experience:
Manager
Employment Type
Full-Time
