Adelaide Customer Service Team Lead | Lead & Elevate CX

NHP Electrical Engineering Products; Adelaide; On-site; AUD 95,000 - 130,000; Full time

Benefits offered by this job

Employee Assistance Program

Novated Leasing

Health insurance discounts with Bupa

Paid parental leave

Job summary

NHP Electrical Engineering Products in Adelaide is seeking an experienced customer service leader to guide a team of 7 Customer Service Consultants. You will report to the Melbourne-based Customer Experience Manager, shaping service delivery and improving customer experience.

You will lead day-to-day activities, set priorities, and ensure timely and consistent service across the network. This role offers a clear path to influence national customer experience outcomes while growing your

Qualifications

• Proven experience leading people in a customer service, contact centre or operations environment.
• Strong communication skills and the ability to build trust with customers and stakeholders.
• Ability to use data and insights to drive service improvements.

Responsibilities

• Lead, coach and support Customer Service Consultants to deliver consistent service outcomes.
• Set expectations through regular one-on-ones, feedback conversations and performance discussions.
• Guide escalations with ownership, timely communication and practical problem solving.
• Use service insights to identify opportunities for improvement.
• Simplify service practices and processes to reduce friction and improve efficiency.
• Plan team coverage and resourcing to meet demand and set the team up for success.
• Coordinate actions on customer service projects and report outcomes to stakeholders.

Skills

People leadership

Customer service operations

Data-driven decision making

Communication

Job description

NHP Electrical Engineering Products in Adelaide is seeking an experienced customer service leader to guide a team of 7 Customer Service Consultants. You will report to the Melbourne-based Customer Experience Manager, shaping service delivery and improving customer experience.

You will lead day-to-day activities, set priorities, and ensure timely and consistent service across the network. This role offers a clear path to influence national customer experience outcomes while growing your