Job Description

• Iconic Australian Owned Retail Brand
• Hybrid role in a vibrant team-oriented culture where we embrace pace& new ideas
• Experience in custom made curtains, blinds, shutters, window furnishings, interiors or home improvement

Are you a customer-focused communicator with a passion for home improvement, interiors, or window furnishings? Join our growing Shutters & Made-to-Measure team in South Melbourne! Enjoy hybrid work flexibility, profit share, brand discounts, and genuine career progression.

About the Role

Spotlight Retail Group is looking for a hands-on Customer Support Officer to join our fast-paced Shutters Department

This is far more than a traditional customer service position. Set within a rapidly growing e-commerce and made-to-measure window furnishings division, you will guide customers through their complete DIY journey—from measuring and product selection to ordering and installation.

Beyond customer care, you will act as a central hub for order tracking, supplier and carrier coordination, website content updates, and general operational support.

What’s in It for You?

We pride ourselves on providing incredible career growth and development opportunities across the Spotlight Group network. You’ll enjoy:

• Flexibility: Hybrid working options based out of our modern South Melbourne office.
• Financial Benefits: Profit share scheme + generous discounts across all group brands.
• Growth: Mentoring, personal development, and clear pathways for career progression.
• Culture & Wellbeing: Employee Assistance Program (EAP), gym membership discounts, and a vibrant culture that rewards initiative and creativity.

What You Will Be Doing

• Customer Guidance & Warm Sales Assist customers across phone, email, live chat, and online channels Confidently consult with warm leads to recommend product upgrades, cross-sell complementary accessories, and assist customers in completing their orders
• DIY Support: Guide customers on product selection, DIY measuring, ordering, and installation confidence
• End-to-End Order & Logistics Management: Work directly with internal teams, suppliers, and freight carriers to track orders, resolve delivery queries, and keep orders moving smoothly.
• E-Commerce & Digital Content: Help update website product information, customer guidance materials, and knowledge base content to elevate the online shopping experience.

About You

You are an organised, detail-oriented communicator who thrives in a fast-paced environment and loves solving problems across multiple touchpoints.

Key skills & experience we are looking for:

• Industry Background: Prior experience in custom-made curtains, blinds, shutters, window furnishings, interiors, or home improvement is highly regarded.
• Customer Support & Consultation: Proven track record delivering support via phone, email, live chat, or online platforms, with a natural ability to identify upsell opportunities with warm, warm-lead customers.
• Logistics & Order Tracking: Experience following up on orders, supplier lead times, carrier logistics, and delivery updates.
• Tech-Savvy: Confidence navigating multiple digital systems (e.g., Zendesk, CRMs, order management systems, or e-commerce platforms).
• Detail & Clarity: High level of accuracy when checking measurements, customer details, and order info, paired with the ability to explain complex technical steps clearly.
• Proactive Mindset: Comfortable wearing multiple hats, working with online product content, and taking ownership in an agile setting.

Who We Are

Spotlight Group Holdings (SGH) is a privately held $3bn+ Australian parent company which controls, operates and invests in a diverse set of businesses and assets.

SGH is one of Australia's largest privately-owned and operated family business, comprising of the Spotlight Retail Group, the Spotlight Property Group, Spotlight Group Investments, Spotlight Direct Investments and the Spotlight Charitable Foundation.

Comprising of the long term existing iconic brands in Spotlight, Anaconda and Mountain Designs, together with the exciting addition of Harris Scarfe, SRG is acknowledged as market leaders within the Australian retail space.

To apply, please complete our online application form and submit an up-to-date resume and cover letter.

You must have unrestricted working rights in Australia to be considered for this position

Only shortlisted candidates will be contacted
No agency enquiries or applications please