Client Contact Team Leader

CatholicCare Central Queensland; Rockhampton Regional; On-site; AUD 64,000 - 69,000; Full time

Benefits offered by this job

Generous salary packaging

Job summary

CatholicCare Central Queensland – Rockhampton QLD is seeking a Team Leader to lead our busy Client Contact Team. You will ensure exceptional service delivery for callers and assist with bookings, payments and referrals.

With more than 500 daily calls, you’ll provide day-to-day leadership, resolve issues, and drive quality standards while supporting staff development and teamwork. This role offers a stable environment with work‑life balance and benefits.

Qualifications

• 3+ years in leading a high-volume client contact/call centre environment.
• Current C or CA class Driver Licence (QLD).
• Degree qualification in Business, Customer Service Management, Marketing or Information Technology or similar.

Responsibilities

• Lead and coach a high-performing, high-volume client contact team.
• Provide line management and support to team members.
• Handle complex and escalated client complaints and enquiries.
• Monitor operations and ensure tasks are completed on time.
• Build strong relationships with internal and external stakeholders.
• Attend meetings and contribute to strategic objectives.
• Cover team duties when needed to maintain service delivery.
• Align team activities with CatholicCare’s Mission and Values.

Skills

Leadership

Customer service

Decision-making

Communication

Relationship building

Education

Bachelor's degree in Business/Related field

Job description

CatholicCare Central Queensland – Rockhampton QLD

• Lead a high-performing client contact team, deliver exceptional customer service and help make a difference for people across Central Queensland.


• $46.70 - 50.25/hr. + generous salary packaging to boost take-home pay (Fulltime).


• Enjoy a stable work environment that genuinely offers a supportive work-life balance, ongoing training and development opportunities, and a range of employee benefits designed to enhance your well-being.

About the role

Make an impact every day by leading a team that connects people with the services and support they need.

As the Team Leader – Client Contact Team, you will play a key role in ensuring CatholicCare’s Client Contact Team delivers an exceptional experience to every person who contacts our organisation.

With more than 500 calls received each day, the Client Contact Team is often the first point of contact for our clients and community. The team assists with bookings, payments, enquiries, community referrals and feedback, helping people access the right services and support.

Working closely with the Corporate Services Manager and other support teams, you will provide strong day-to-day leadership, resolve operational issues, manage escalated matters and ensure the team consistently meets quality and service standards.

You will also:

• Lead and support a high-performing, high-volume client contact team.


• Provide effective line management, coaching and support to team members.


• Manage complex and escalated client complaints and enquiries.


• Monitor operational issues and ensure critical tasks are completed within required timeframes.


• Build positive relationships with key internal and external stakeholders.


• Attend relevant meetings and contribute to strategic objectives.


• Step into team duties when required to maintain effective service delivery.


• Ensure the team operates in alignment with CatholicCare’s Mission and Values.

What we are looking for

• Minimum three (3) years’ relevant experience leading a high-volume call centre or client contact environment.


• Current C or CA class Driver Licence (QLD).


• A degree qualification in Business, Customer Service Management, Marketing or Information Technology or similar.

What you will bring

You will be a confident and capable people leader who thrives in a busy, customer-focused environment. You will bring:

• Strong leadership skills and experience leading a high-performing team.


• Excellent decision-making skills and the ability to manage escalated matters effectively.


• Strong skills in resolving complex client complaints and difficult situations.


• Highly developed customer service skills and a commitment to positive client experiences.


• The ability to manage competing priorities and maintain service standards in a high-volume environment.


• Strong communication and relationship-building skills.


• The ability to work collaboratively with stakeholders and contribute to broader organisational objectives

We encourage early applications, as we may begin reviewing applications, shortlisting candidates and conducting interviews during the advertising period.

Important: All offers of employment are subject to the satisfactory completion of relevant screening and background checks, including an Australian Federal Police check, NDIS disability worker screening check and attainment of a Blue Card for working with children, prior to commencement.