Customer Care Centre Lead — Coach, Improve & Deliver

Hastings Deering (Australia) Ltd; Brisbane; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Free health checks

Employee Assistance Program

Income protection insurance

Discounts at major retailers

Career paths into leadership/technical

Flexible work schedules

Job summary

Hastings Deering (Australia) Ltd in Brisbane is seeking a Customer Care Centre Supervisor to lead a team delivering exceptional service across the customer journey before and after machine sales. You will coach agents, identify development opportunities, and ensure efficient handling of enquiries through established processes.

The role emphasizes people leadership, process optimisation, and close collaboration with stakeholders to sustain high service levels in a busy centre at Archerfield,

Qualifications

• Previous leadership, coaching, or team coordination experience within a customer service, contact centre, or customer support environment.
• A passion for developing people and driving high‑performance teams.
• Strong customer service and stakeholder management skills.
• Excellent verbal and written communication skills.

Responsibilities

• Lead, coach, and support Customer Care Agents to deliver exceptional customer service.
• Identify training and development opportunities and provide ongoing coaching to team members.
• Ensure customer enquiries are handled accurately, efficiently, and in line with established processes.
• Maintain and improve work instructions for inbound and outbound customer interactions.
• Support the delivery of customer care initiatives and continuous improvement activities.
• Assist with workforce planning, scheduling, and resource coordination.
• Maintain outbound dialler functionality and support customer outreach campaigns.
• Collaborate with business stakeholders to resolve customer enquiries and support business initiatives.
• Monitor service quality and support the achievement of key performance targets.
• Assist with reporting, performance analysis, and operational administration.

Skills

Leadership

Coaching

Customer service

Stakeholder management

Communication

Organisation

Job description

Hastings Deering (Australia) Ltd in Brisbane is seeking a Customer Care Centre Supervisor to lead a team delivering exceptional service across the customer journey before and after machine sales. You will coach agents, identify development opportunities, and ensure efficient handling of enquiries through established processes.

The role emphasizes people leadership, process optimisation, and close collaboration with stakeholders to sustain high service levels in a busy centre at Archerfield,