Customer Service Team Leader

About the role

The Customer Service Team Leader leads, supports and develops the Customer Service team while ensuring consistent, high-quality service across orders, enquiries and issue resolution. The role covers day-to-day operational oversight, escalation management, ticket flow and team performance against agreed KPIs, SLAs and business objectives.

Key responsibilities

• Lead the team daily, run huddles to review workload, priorities and risks, balance workloads and coach team members
• Manage escalated enquiries, complaints and service issues through to resolution, and oversee the inbox and ticketing system so tickets are prioritised and closed within SLAs
• Monitor ticket queues and ageing, reassign work where needed and ensure clear documentation and handover of escalated cases
• Oversight of orders, credits, debits, RGAs, FOC orders and demo coordination, including delivery and billing blocks, and act as contact for logistics, finance, sales and operations
• Handle complaints, support root cause analysis and corrective actions, and monitor team performance against KPIs and SLAs
• Lead or take part in customer service projects and improvements, and support documentation, training and change management
• Support OH&S requirements and team compliance with policies and regulations

Required profile

• Proven experience in a customer service leadership or senior customer service role
• People leadership, coaching and escalation management skills
• Ability to manage competing priorities in a fast-paced environment, with strong problem-solving and stakeholder management

Required skills

• Experience with ERP systems (e.g. SAP) and ticketing/workflow tools preferred