Brisbane Customer Service Team Leader (12m FTC)

Bras N Things South Africa (Pty) Ltd; Brisbane; Hybrid; AUD 75,000 - 105,000; Full time

Benefits offered by this job

Hybrid work arrangement

Office in Brisbane (Edwards St)

Job summary

Toll in Brisbane is seeking an experienced Customer Service Team Leader to head our National Customer Contact Centre. You will coach consultants, drive service excellence, manage escalations, and ensure a seamless end-to-end relocation experience for Defence sector clients.

You will lead a high-performing team in a fast-paced environment, balancing team leadership, customer outcomes, service improvement and stakeholder engagement, with a hybrid arrangement based in Edwards St, Brisbane.

Qualifications

• 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.
• 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

Stakeholder management

Sales support

CRM systems

Tools

ERP systems

CRM systems

Job description

Toll in Brisbane is seeking an experienced Customer Service Team Leader to head our National Customer Contact Centre. You will coach consultants, drive service excellence, manage escalations, and ensure a seamless end-to-end relocation experience for Defence sector clients.

You will lead a high-performing team in a fast-paced environment, balancing team leadership, customer outcomes, service improvement and stakeholder engagement, with a hybrid arrangement based in Edwards St, Brisbane.