Customer Service Team Leader

About the role

This is an excellent opportunity for an experienced Customer Service Team Leader, Supervisor or Project Coordinator ready to take the next step in their leadership career. You will lead a team of six Customer Service Representatives across Commercial Projects and Sheds, ensuring builders, contractors and customers receive exceptional service throughout project lifecycles.

Key responsibilities

• Lead, coach and develop a team of six Customer Service Representatives.
• Conduct regular 1:1s, performance conversations and development planning.
• Support customers across commercial building projects and shed applications.
• Manage escalated customer enquiries and project‑related challenges.
• Partner with Sales, Planning, Manufacturing and Transport teams to deliver outstanding outcomes.
• Drive team engagement, accountability and a customer‑first culture.
• Support continuous improvement initiatives as part of the customer service transformation journey.

Required profile

• Proven experience leading customer service, internal sales or project support teams.
• Background in manufacturing, construction or building products (highly regarded).
• Experience supporting project‑based customers and understanding construction timelines.
• Strong communication skills with the ability to influence and build credibility through facts and solutions.
• A respectful, approachable and transparent leadership style.
• Comfortable working across multiple systems, including Salesforce, Amazon Connect, Citrix and ERP platforms.
• Ability to balance operational demands while investing in team development.

Required skills

• Salesforce
• Amazon Connect
• Citrix
• ERP platforms

What we offer

• Monday to Friday roster (8:00 am – 4:00 pm).
• Career development opportunities within Stramit and Fletcher Building.
• Employee Education Fund to support professional development.
• 26 weeks paid parental leave.
• Fitness Passport access for employees and families.
• Perkbox discounts across groceries, fuel, entertainment and more.
• Supportive team culture with regular BBQs, coffee catch‑ups, afternoon teas and Friday lunches.