Client Support Services Team Lead

Hymix; Gold Coast City; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Salary Sacrifice

Learning and Development

Paid Parental and Grandparent Leave

Discounted Concrete & Quarry Products

Novated Leasing

Health and Well-being

Car Hire Discounts

JB HiFi Electronics discount

Flexible working hours

Personal development programs

Ongoing safety training

Health and wellness benefits

Job summary

Hymix Australia is seeking an experienced CSC Team Lead to supervise and develop a high-performing Client Support Centre team. You will coach staff, drive operational excellence, and ensure exceptional service delivery to internal and external customers.

You will focus on accurate Pre Planning, day-to-day CSC activities, escalation handling, and building strong relationships with key account customers and project stakeholders while driving continuous improvement.

Qualifications

• Experience leading teams in customer service, logistics, planning or operations.
• Strong communication and people-management skills.
• Ability to build relationships with customers and stakeholders.
• Excellent problem-solving and decision-making in fast-paced environments.
• Highly organized with attention to detail and prioritization.

Responsibilities

• Supervise, coach, and develop a CSC team to deliver exceptional service and outcomes.
• Lead day-to-day CSC activities with focus on Pre Planning and proactive customer communication.
• Act as the first escalation point for complex operational and people-management matters.
• Build and maintain relationships with key account customers and project stakeholders.
• Drive compliance with CSC processes and identify opportunities for continuous improvement.
• Assist in implementing initiatives to enhance team performance and customer satisfaction.
• Monitor team performance against KPIs and support achievement of business goals.
• Ensure Pre Plans are completed accurately and timely for effective communication and planning.

Skills

Team leadership

Coaching

Customer service

Communication

Problem solving

Job description

At Hymix, we are striving to become Australia's most trusted concrete supplier. We're looking for an experienced and motivated leader to join our Client Support Centre (CSC) and play a key role in supporting operational excellence, customer satisfaction, and team performance.

As a CSC Team Lead, you will work closely with the Client Support Manager to lead, coach, and develop a high-performing team while ensuring exceptional service delivery to both internal and external customers. You will be instrumental in driving process improvements, maintaining key customer relationships, and ensuring our pre-planning processes are executed accurately and efficiently.

About the role:

Supervise, coach, and develop a high-performing CSC team, ensuring exceptional customer service and operational outcomes.

Lead day-to-day CSC activities with a strong focus on accurate Pre Planning, in-day decision making, and proactive customer communication.

Act as the first point of escalation for complex operational and people management matters, providing guidance and resolution where required.

Build and maintain strong relationships with key account customers and project stakeholders, ensuring a seamless and customer-focused order management experience.

Drive compliance with CSC processes and procedures while identifying opportunities for continuous improvement.

Assist the Client Support Manager in implementing initiatives that enhance team performance, service delivery, and customer satisfaction.

Monitor team performance against operational KPIs and contribute to achieving business goals and objectives.

Ensure Pre Plans are completed accurately and in a timely manner, enabling effective customer communication and operational planning.

About you:

Demonstrated experience leading and developing teams within a customer service, logistics, planning, or operational environment.

Strong leadership and communication skills, with the ability to influence, coach, and engage others.

Proven ability to build effective relationships with customers and internal stakeholders.

Sound problem-solving and decision-making skills, particularly in fast-paced environments.

Highly organised with strong attention to detail and the ability to manage competing priorities.

Experience working with scheduling, allocation, planning, key accounts, or project coordination functions will be highly regarded.

Experience within the construction materials, transport, logistics, or manufacturing industries is advantageous but not essential.

At Hymix Australia, we understand that your well-being and professional growth are essential. That's why we offer a comprehensive range of employee benefits to enhance your work-life balance, personal development, and financial savings.

Salary Sacrifice: Take control of your finances by saving on technology and work-related items through our salary sacrifice program.

Learning and Development: Fuel your career ambitions with our extensive learning and development opportunities, enabling you to unlock your full potential.

Paid Parental and Grandparent Leave: We support your family life with generous paid leave options, helping you cherish those precious moments with loved ones.

Discounted Concrete & Quarry Products: Save on your home improvement projects with exclusive discounts on concrete and quarry products.

Novated Leasing: Drive your dream car for less through our partnership with TFM, offering fantastic discounts on vehicles.

Health and Well-being: Prioritise your health with discounted health insurance, access to retail outlets, and affordable gym memberships.

Car Hire Discounts: Enjoy savings on car rentals through our exclusive car hire discounts.

Electronics: Enjoy a 10% discount on a variety of products from JB HiFi.

Hymix Australia is an equal opportunity employer, and we welcome people from all walks of life.

• Personalised professional development programs
• Ongoing safety training
• Health and wellness benefits
• Flexible working hours

For over 50 years, Hymix has led the industry in innovative concrete solutions. From domestic pool surrounds and driveways to residential, commercial and large infrastructure developments Hymix supports projects of all scales.

For over 50 years, Hymix has led the industry in innovative concrete solutions. From domestic pool surrounds and driveways to residential, commercial and large infrastructure developments Hymix supports projects of all scales.