Customer Service Team Leader

About the role

Reporting to the National Customer Experience Manager, you will lead, coach, and develop a team of Customer Service Representatives. The role focuses on creating a high‑performance culture that consistently exceeds customer expectations and delivers exceptional service.

Key responsibilities

• Lead, coach and motivate a team of Customer Service Representatives to meet performance targets.
• Provide ongoing coaching, feedback and training to improve service quality.
• Manage and resolve complex or escalated customer enquiries.
• Monitor daily operations to ensure service levels and KPIs such as response times, resolution rates and customer satisfaction are met.
• Track and analyse metrics including call volume, handling time and first‑call resolution.
• Prepare and communicate regular performance reports.
• Conduct one‑on‑one meetings, probation reviews and support individual development plans.
• Identify training needs and partner with management on continuous‑improvement initiatives.

Required profile

• Proven leadership and coaching experience of at least 3 years in a high‑volume, fast‑paced customer service environment.
• Strong communication, interpersonal and stakeholder‑engagement skills.
• Demonstrated ability to motivate teams, drive performance and manage change.
• Excellent problem‑solving, decision‑making and continuous‑improvement mindset.
• Highly organised with strong time‑management skills and ability to handle competing priorities under pressure.

Required skills

• Experience with CRM systems, specifically Genesys.

What we offer

• Flexible hybrid workplace.
• Annual employee incentive schemes and generous reward programs.
• Professional development with ongoing training and career pathways.
• Free mental‑health programs, birthday leave, paid parental leave and purchase leave.
• Convenient location with free onsite parking and a modern onsite gym.
• Employee discounts on the full product range.
• Opportunities to participate in community welfare and charity initiatives.
• Novated lease / salary sacrifice options for electric vehicles.