Brisbane Defence Customer Service Team Lead - Hybrid

Toll Group; Brisbane; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

The Toll Group is seeking an experienced Customer Service Team Leader to lead a high-performing team in our National Customer Contact Centre in Brisbane. You will drive service excellence, coach consultants, manage escalations and ensure an outstanding relocation experience for our Defence and Government clients.

This 12-month fixed-term role focuses on people leadership, performance improvement and stakeholder engagement in a fast-paced environment, with a hybrid work arrangement at Edwards St,

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.

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

Escalations management

Contact centre tech

Communication

Problem-solving

Microsoft Office

Tools

Microsoft Office

Job description

The Toll Group is seeking an experienced Customer Service Team Leader to lead a high-performing team in our National Customer Contact Centre in Brisbane. You will drive service excellence, coach consultants, manage escalations and ensure an outstanding relocation experience for our Defence and Government clients.

This 12-month fixed-term role focuses on people leadership, performance improvement and stakeholder engagement in a fast-paced environment, with a hybrid work arrangement at Edwards St,