Customer Care Floor Lead

About the role

Cleanaway is looking for a Customer Care Floor Lead in Northgate, Queensland. The role leads the day-to-day work of Customer Service Officers (CSOs), ensures high-quality customer service and effective case management, and helps the team meet daily performance and SLA targets. It is a first point of escalation for frontline issues and supports complaint resolution.

Key responsibilities

• Lead daily team meetings to communicate priorities, service focus and key updates
• Support capability uplift through coaching, feedback and training rollouts
• Liaise with operations to resolve service issues such as missed collections and service changes
• Share frontline insights and improvement ideas with Senior Customer Care Leaders and the Centre of Excellence
• Act as system super-user and first point of support for customer service systems
• Manage workload and queues efficiently to use resources well

Required profile

• Experience in a customer service or contact centre environment with informal or formal leadership responsibilities
• Strong complaint handling and problem-solving ability
• Ability to manage competing priorities in a fast-paced service environment
• Experience supporting training rollout or process change initiatives

Required skills

• Systems and process expertise
• Effective communication and prioritisation
• CRM systems (e.g. Salesforce) and case management tools

What we offer

• Attractive salary package
• Career development opportunities
• Paid parental leave
• Employee share plan, novated leasing, flu vaccinations, EAP access, health insurance discounts and company discounts

The position is permanent and full time, with applications closing on 29 November 2026.