Job description

• Team Leader Customer Service role working for well-known global organisation
• Friendly and supportive team culture
• Permanent role with fantastic benefits included

The Company

Our client is a renowned and well-respected organisation within their field who are currently in an exciting phase of growth and are seeking a Team Leader for their customer service team to join their friendly and supportive team.

The Customer Service Team Leader is responsible for workflow management, team motivation, task delegation, training, and problem-solving. The role also supports the Customer Service Manager with process improvements, recruitment, coaching, and team engagement.

The role

• Providing daily guidance for handling customer service queries and managing team schedules, leave planning, and resource coverage.
• Leading regular team meetings and facilitating collaboration across teams.
• Overseeing task allocation, rosters, training and performance metrics.
• Handling escalated queries and support service delivery excellence.
• Coaching and supporting team members through regular feedback and performance reviews.
• Onboarding and training new hires to ensure smooth integration into the team.
• Identifying development opportunities and celebrate team and individual successes.
• Fostering a positive team culture through open communication and leading by example.
• Coordinating recruitment efforts with hiring partners and internal stakeholders.
• Identifying and implementing improvements to drive service efficiency and quality.
• Evaluating team workflows and aligning with business goals and standards.
• Leading cross-functional meetings as needed and maintaining up-to-date service procedures and documentation.
• Supporting audit processes and identifying opportunities for improved compliance.

Experience required

• A demonstrated ability to lead and develop teams and the capabilities to build trust with team members, provide constructive feedback, and maintain a positive, service-oriented culture.
• Experience managing direct reports, leading project teams, or mentoring junior team members.
• A track record in identifying inefficiencies in customer care workflows and take initiative to streamline operations, reduce response times, and improve the overall customer experience.
• Customer-focused mindset with a high-level understanding of delivering exceptional service across multiple channels, inlcluding phone, chat, and email.
• Excellent organizational and time management skills, with the ability to prioritize tasks, manage competing demands, and support team coverage during high-volume periods.

This is a fantastic permanent leadership opportunity working with a collaborative team, with a company offering fantastic benefits and long term growth.

For a confidential discussion please contact apply within or contact Chloe Bowditch on 0478 816 894 or email your CV directly to cbowditch@future-you.com.au