Help Centre Team Leader

The Help Centre Team Leader is responsible for managing the Help Centre and its coordinators acting as the primary contact for all enquiries and ensuring seamless support for restaurants and internal stakeholders. This role works closely with all departments to resolve restaurant questions drive operational efficiency and support broader business initiatives.

Key responsibilities include:

• Overseeing all Help Centre enquiries across email Zendesk and phone ensuring professional timely and accurate responses.
• Managing escalations by ensuring all required information is captured before passing them on.
• Leading team training maintaining smooth Zendesk operations and ensuring effective 24/7 rostering.
• Driving continuous improvement system optimisation process automation and collaboration with key stakeholders.
• Managing internal and restaurant-facing documentation communication channels and updates across SharePoint Que Pasa REG and Workvivo.
• Supporting project implementation for field operations and developing Help Centre Coordinators skills.
• Prioritising and resolving supply chain and quality-related tickets identifying trends and communicating proactively with suppliers and restaurants.
• Managing equipment-related tickets and collaborating with the Equipment Manager on process improvements and installations.
• Providing accurate data and insights for reporting contributing to franchisee performance reviews and supporting business projects aimed at improving operational efficiency

Essential Requirements

• Minimum 2 years management experience within GYG.
•  Excellent written and verbal communication skills.
• Strong judgement critical thinking and creative problem-solving abilities.
• Effective influencing negotiation and conflict-resolution skills.
• Proven mentoring and coaching experience across diverse skill levels.
• Strong people management and stakeholder relationship skills.
• Energetic flexible collaborative and proactive leadership style.
• Passion for the GYG brand and ability to represent its energy and culture.
• Ability to work a 7-day rotating roster including public holidays (between 7am9pm).
• Strong financial acumen and numeracy.
• Ability to analyse interpret and communicate financial performance.
• High computer/IT proficiency including Microsoft Word Excel PowerPoint and Outlook.

Benefits

Were incredibly proud of our amazing people and always have each others backs. Whether youre working in restaurant at our Hola Central head office or as one of our partners we are so passionate about living our values every single day.

These are just some of the benefits that come with working at GYG:

• Career growth Australia and internationally
• Opportunity to become a franchisee
• Annual bonus scheme
• Paid parental leave
• GYG gift voucher

Ready to join the family Apply now to start the conversation

Remote Work :

No

Employment Type :

Full-time