Client Relations Centre Team Leader

About the role

The Client Relations Centre (CRC) Team Leader will oversee daily operations of our Sydney‑based CRC, ensuring service standards and sales targets are met across phone, email, live chat and social media channels. Reporting to the CRC Manager, you will act as the primary point of contact for ambassadors, providing coaching, guidance and escalation support.

Key responsibilities

• Manage day‑to‑day CRC activities, balance workloads and monitor SLA, backlog and sales objectives.
• Provide immediate support to ambassadors on systems, processes and procedures.
• Facilitate online and phone sales to achieve daily and weekly targets.
• Handle inbound and outbound customer contacts and act as escalation point for complex cases.
• Coach ambassadors through regular 1:1s, feedback sessions and targeted training.
• Support onboarding of new ambassadors and ensure adherence to Maison standards.
• Track individual and team performance against KPIs and sales targets, reporting trends and corrective actions.

Required profile

• Proven experience leading a client‑facing or call‑centre team.
• Strong ability to coach, develop and motivate staff.
• Excellent communication skills and a passion for delivering luxury client experiences.
• Comfortable working in a dynamic, inclusive environment and meeting both qualitative and quantitative goals.

Required skills