Brisbane: Customer Service Team Lead (12-month FTC)

Toll Global Forwarding (Beijing) Limited Shenzhen Branch; Brisbane; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Toll Group is hiring a Customer Service Team Leader (12 month FTC - Mat leave coverage) for our National Customer Contact Centre in Brisbane. You will lead and develop a team, drive service excellence and manage escalations to ensure an outstanding relocation experience.

This role focuses on coaching, performance management, and continuous improvement in a fast-paced, safety-conscious environment with a hybrid Brisbane-based arrangement.

Qualifications

• Previous experience leading teams within a contact centre or customer service environment.
• Strong people leadership capabilities, including coaching, performance management and employee development.
• Experience managing customer escalations and delivering exceptional customer outcomes.
• Knowledge of contact centre technologies and workforce performance metrics.
• Advanced communication, stakeholder management and problem-solving skills.
• Strong Microsoft Office experience.
• Must be an Australian Citizen or Permanent Resident.

Responsibilities

• Lead, coach and develop a team of Customer Contact Centre Consultants to achieve service and performance outcomes.
• Monitor KPIs, service levels and operational performance, identifying opportunities for improvement.
• Manage customer escalations, complaints and service recovery activities.
• Foster strong relationships with customers, Defence stakeholders and internal teams.
• Support reporting, operational projects and continuous improvement initiatives.
• Promote a strong safety culture and lead by example across the team.

Skills

People leadership

Coaching

Performance management

Employee development

Customer escalations

Stakeholder management

MS Office

Communication

Problem solving

Job description

Toll Group is hiring a Customer Service Team Leader (12 month FTC - Mat leave coverage) for our National Customer Contact Centre in Brisbane. You will lead and develop a team, drive service excellence and manage escalations to ensure an outstanding relocation experience.

This role focuses on coaching, performance management, and continuous improvement in a fast-paced, safety-conscious environment with a hybrid Brisbane-based arrangement.