Customer Care Centre Supervisor

Hastings Deering; Brisbane; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Health checks

Employee Assistance Program

Income protection insurance

Discounts at major retailers

Job summary

Hastings Deering is seeking a Customer Care Centre Supervisor to lead our Archerfield, Brisbane team. This permanent, Monday to Friday role suits a passionate leader who enjoys coaching people, improving processes, and delivering outstanding customer service across the customer journey before and after machine sales.

You will provide day-to-day leadership, capability development, and operational support to Customer Care Agents, partner with stakeholders, monitor performance, and help drive

Qualifications

• Leadership and coaching within a customer service or contact centre.
• passion for developing people and high-performance teams.
• Strong customer service and stakeholder management skills.
• Excellent verbal and written communication skills.
• Strong organizational skills and ability to manage priorities.
• Proactive mindset focused on continuous improvement and customer outcomes.

Responsibilities

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

Skills

Leadership

Coaching

Customer service

Stakeholder management

Communication

Organizational skills

Continuous improvement

Job description

Lead a team that delivers exceptional customer experiences every day.

About the role

Hastings Deering is on the hunt for a Customer Care Centre Supervisor to join our team in Archerfield, Brisbane. This is a permanent, Monday to Friday opportunity for a passionate leader who thrives on coaching people, improving processes, and delivering outstanding customer service.

As a key member of our Customer Care Centre, you'll play an important role in supporting the customer journey before and after machine sales. Working closely with leaders and business stakeholders, you'll provide day-to-day leadership, capability development, and operational support to our Customer Care Agents, ensuring our customers receive a seamless and professional experience.

In this role, you will:

• 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.

Who are we and why work with us?

Hastings Deering is proud to be one of the top 5 Caterpillar dealerships globally. We sell, rent, and offer support and parts distribution services for Cat® products across a range of industries, including resources, general construction, civil transport and commercial construction, power systems, government, primary industries and marine.
We have more than 3,500 employees across 23 business service centres throughout Queensland, Northern Territory, Papua New Guinea, the Solomon Islands and New Caledonia, with our headquarters based in Brisbane, Australia.

When you join our team at Hastings Deering, you'll benefit from:

• Body, Mind & Wallet Support - Free health checks, Employee Assistance Program, income protection insurance, and discounts at major retailers.
• Career Paths That Work for You - Grow into leadership, technical specialist, or support service roles. At Hastings Deering, we align with YOUR goals.
• Get more time back in your life - Our work schedules are made to fit your life, giving you the flexibility to take care of what matters most outside of work.
• Security you can count on - Enjoy the stability of a long-term career with Hastings Deering, backed by global strength.
• Cutting Edge Tech - Get hands-on experience with the latest CAT technology as we shape the future of mining and heavy equipment solutions.

About you

To be successful, you will have:

• 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.
• Strong organisational skills with the ability to manage competing priorities.
• A proactive mindset with a focus on continuous improvement and customer outcomes.

Hastings Deering follows a Pre-Employment Process for all successful applicants, which includes two employment references, a National Police Check and a medical assessment. These checks are essential to your application, and your Talent Acquisition Partner will support you through the process.