Client Contact Team Leader: High-Volume Support

Catholic Care Central Queensland; Rockhampton Regional; On-site; AUD 63,000 - 69,000; Full time

Benefits offered by this job

Salary packaging

Job summary

Catholic Care Central Queensland is seeking a Team Leader – Client Contact Team to lead a high-volume client contact operation and deliver outstanding customer service across Central Queensland.

You will manage a large daily call load of bookings, payments, inquiries and referrals, coach a frontline team, resolve escalated issues, and ensure service standards align with our mission and values. This role offers a stable, supportive workplace and development opportunities.

Qualifications

• 3+ years leading a high-volume call centre or client contact team.
• Driver licence (C or CA) (QLD).
• Degree in Business, Customer Service Management, Marketing, IT or related.

Responsibilities

• Lead and coach 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 meetings and contribute to strategic objectives.
• Step into team duties when required to maintain service delivery.
• Ensure the team aligns with CatholicCare’s Mission and Values.

Skills

Team leadership

Customer service

Education

Degree in Business/Customer Service Management/Marketing/IT

Job description

Catholic Care Central Queensland is seeking a Team Leader – Client Contact Team to lead a high-volume client contact operation and deliver outstanding customer service across Central Queensland.

You will manage a large daily call load of bookings, payments, inquiries and referrals, coach a frontline team, resolve escalated issues, and ensure service standards align with our mission and values. This role offers a stable, supportive workplace and development opportunities.