Business Support Specialist - Melbourne VIC (open to any location in AUS) Flexible

Are you passionate about improving customer experiences and driving operational excellence?

We’re looking for a proactive and collaborative Business Support Specialist to join our Customer Care team and help shape the future of service delivery at Blackwoods.

This role will be based in our office in Melbourne VIC (also open to any other AU location)!

About the Role

This role is essential to ensuring effective and efficient delivery of customer experience processes across Blackwoods, driving improvements in service quality, process efficiency, and customer satisfaction. You’ll support the Head of Customer Care and Regional Managers by coordinating initiatives, facilitating change, and enabling continuous improvement across the Customer Care network.

• Enables delivery of Blackwoods’ Customer Experience (CX) strategy through consistent execution of initiatives
• Aligns with our commitment to placing the customer at the centre of all decisions and processes
• Assists CX leadership with workflow management, task tracking, and timely follow-through
• Supports planning, communication, and execution of business changes impacting customers and frontline teams
• Works with internal teams and customer feedback to identify and address service gaps
• With CX leadership at full capacity managing BAU, strategic projects, and escalations, this role is critical to maintaining momentum and quality

The Business Support Specialist is a vital enabler role that supports strategy, operations, and customer-facing outcomes. Recruiting into this position will directly support the delivery of Blackwoods’ customer-first vision, protect service quality during change, and allow leaders to focus on transformative initiatives while ensuring day-to-day excellence.

What You’ll Be Doing:

• Facilitate workshops to identify pain points and develop business requirements for Customer Experience initiatives
• Assist with project rollouts, user acceptance testing, and change communications
• Coordinate internal meetings, prepare presentations, and follow up on action items
• Support resource planning and backfill critical roles when needed
• Build strong relationships across teams and contribute to a positive, engaged team culture

What You’ll Bring:

• Experience in a large, complex organisation with a focus on customer service or operations
• Strong understanding of change management and process improvement
• Excellent communication and organisational skills
• Proficiency in Microsoft Office (Outlook, Word, PowerPoint, Excel)
• A customer-first mindset with a drive for results and continuous improvement

What’s in it for you!

Blackwoods are one of the leading suppliers of industrial and safety equipment to businesses nationwide with a core focus on customer success. You’ll be joining an engaged team that is critical to our success and can support you through:

• Defined pathway of development and upskilling for your future
• Be part of a supportive and collaborative team
• Discounts to Wesfarmers retailers (Bunnings, Kmart, Officeworks, OnePass)
• Make a real impact on customer experience and operational efficiency
• Enjoy flexibility in your work location and a role that offers variety and growth
• Long term incentives through the Wesfarmers Share Plan
• Subsidised parking options at office

Next Steps

If you meet most of the criteria listed above and would like to be considered for this opportunity, please send your application today. We will be contacting suitable candidates as we receive them.

As part of our recruitment process and commitment to safety, you may be required to undertake background checks (which may include a police check, a pre-employment medical assessment; and/or drug & alcohol testing) as part of your application process.

Blackwoods also promotes diversity and inclusion across our workplaces and encourages applications from all backgrounds, including people from Aboriginal and Torres Strait Islander communities, the LGBTQI+ community and people with disabilities.