Call Centre Supervisor

Clintons Toyota; Sydney; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Reward & recognition

Referral bonuses

Employee Assistance Program (EAP)

Job summary

Clintons Toyota, part of the 4K Automotive Group, is based at Gregory Hills and seeks an experienced Call Centre Supervisor to lead the Customer Relationship Centre team. You will oversee daily operations, allocate work, monitor performance and support inbound and outbound activity to ensure a smooth, responsive customer experience across Toyota and Lexus brands.

You will coach CRC staff, manage escalations, coordinate bookings, monitor data quality and drive continuous improvement.

Qualifications

• Experience leading a call centre, driving service outcomes.
• Strong coaching and relationship-building capabilities.
• Proven ability to manage performance and priorities.
• Excellent organizational, problem-solving and detail orientation.
• Solid written, verbal and numerical communication.

Responsibilities

• Lead, support and coach Customer Relationship Consultants.
• Set daily priorities, allocate bookings, keep the team focused on targets.
• Monitor call quality, CRM activity and key performance indicators.
• Handle escalated enquiries and complaints with urgency and care.
• Coordinate inbound/outbound contact including bookings and campaigns.
• Oversee customer data, privacy requests and record updates.
• Prepare daily and monthly results and identify process improvements.
• Foster strong working relationships with service, sales and management.
• Roster CRC team hours and schedules.

Skills

Leadership experience

Coaching

Communication skills

Relationship building

Performance management

Organization

Problem solving

Attention to detail

Written, verbal & numerical skills

Excel

Teams

CRM systems

Tools

CRM systems

Microsoft Excel

Microsoft Teams

Job description

Clintons Toyota is part of the 4K Automotive Group, a trusted and family-operated business delivering outstanding customer service across Macarthur region. We pride ourselves on delivering exceptional customer experiences and high-quality vehicles.

Based at our Gregory Hills site, Clintons Toyota is seeking an experienced and hands-on Call Centre Supervisor to lead our Customer Relationship Centre team. This role is ideal for a people-focused leader who enjoys coaching others, improving customer outcomes and keeping a busy contact centre running smoothly.

You will oversee the daily operation of the team, allocate work, monitor performance and support inbound and outbound activity when required. Working closely with our service, sales and management teams, you will help deliver an easy, responsive and consistent experience for customers across our Toyota and Lexus Brands.

What you’ll be responsible for

• Lead, support and coach Customer Relationship Consultants
• Set daily priorities, allocate bookings, and keep the team focused on service and performance targets.
• Monitor call quality, customer feedback, CRM activity and key performance indicators.
• Manage escalated customer enquiries and complaints with urgency, accuracy and care.
• Coordinate inbound and outbound customer contact, including service bookings, follow-ups and campaign activity.
• Oversee customer data, privacy requests and record updates in dealership systems.
• Prepare daily and monthly results and identify opportunities to improve processes and outcomes.
• Build strong working relationships across service, sales and dealership management teams.
• Rostering CRC Team hours and schedules.

What you’ll bring

• Demonstrated leadership experience in a call centre, customer service or similarly fast-paced environment.
• Strong coaching, communication and relationship-building skills.
• Confidence managing performance, priorities and customer escalations.
• Excellent organisation, problem-solving and attention to detail.
• Strong written, verbal and numerical skills.
• Computer literacy, including Microsoft Excel and Teams, with the ability to learn dealership and manufacturer systems.
• A practical, positive approach and a genuine commitment to outstanding customer service.

Why Join us?

4K Automotive provides opportunities for all team members to have a long and rewarding career. Benefits include:

• Reward and recognition programs - celebrating milestones, service awards, and birthdays.
• Staff referral bonuses and team perks
• Ongoing career development through internal training and manufacturer-accredited programs
• Employee Assistance Program (EAP)

We value diversity, equality, and inclusion, and are committed to providing a workplace where everyone feels respected, supported, and empowered to succeed.