Customer Care Floor Lead

Cleanaway; Brisbane; On-site; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Annual employee share plan

Novated leasing

Paid parental leave

Flu vaccinations

EAP access

Discounts on private health insurance

Company discounts

Job summary

Cleanaway is seeking a Customer Care Floor Lead to oversee the day-to-day leadership of Customer Service Officers (CSOs), ensuring high-quality service delivery and effective case management. You will lead daily team meetings, coach staff, and coordinate with operations to resolve service issues.

Join Cleanaway to drive frontline performance, act as system super-user for customer service platforms, and contribute to sustainable waste management.

Qualifications

• Experience in a customer service or contact centre environment with leadership responsibilities
• Strong complaint handling and problem-solving capability
• Experience using CRM systems (e.g. Salesforce) and case management tools
• Ability to manage competing priorities in a fast-paced service environment
• Experience supporting training rollout or process change initiatives

Responsibilities

• Lead daily team meetings to communicate priorities, service focus and key updates
• Support capability uplift through coaching, feedback and rollout of training initiatives
• Liaise with operations to resolve service issues, such as missed collections and service changes
• Share frontline insights and improvement opportunities with Senior Customer Care Leaders and COE
• Act as system super-user and first point of support for customer service systems
• Support efficient use of resources through effective workload and queue management

Skills

Leadership

Coaching

Communication

CRM experience

Tools

Salesforce

Case management tools

Job description

As the Customer Care Floor Lead you are responsible for theday-to-dayleadershipof Customer Service Officers(CSOs), ensuring high-quality customer service delivery, effective case management, and achievement of daily performance and SLA targets. The role acts as first point of escalationfor frontline issues, supports complaint resolutionand drives consistent adherence to systems, processes and service standards.

• Lead daily teammeetings to communicate priorities, service focus and key updates


• Support capability uplift through coaching, feedback and rollout of traininginitiatives


• Liaise withoperationsto resolve service issues, such as missed collections and service changes


• Share Frontline insightsand improvement opportunities with Senior Customer Care Leaders and COE


• Act assystem super-user and first pointof support for customer service systems


• Support efficient use of resources through effective workload and queue management

About You

Our ideal candidate will bringstrong day-to-day leadershipand coaching capability,effective communication and prioritising skills, andsystems and process expertise.

• Experience in a customer service or contact centre environment with informal or formal leadershipresponsibilities


• Strong complaint handling and problem-solving capability


• Experience using CRM systems (e.g. Salesforce) and case management tools


• Ability to manage competing priorities in a fast-paced service environment


• Experience supporting training rollout or process change initiatives


• Attractive salary package


• Paid parental leave


• Great company benefits:Annual employee share plan offer, novated leasing, optional flu vaccinations, EAP access, discounts on private health insurance, company discounts + much more!

About Us

Joinus at Cleanaway and contribute to making a sustainable future possible, together.

We transform waste into resources and renewable energy. When you start to think of waste as a resource, it opens a world of possibilities.

As ahigh-growth,ASX-listedorganisation with over 10,000 employees, our goal is to be recognised by our customers as the most innovative and sustainable waste management company withindustry-leadingHSE performance. We are Australia’s largest company in this sector, providing essential services to millions of customers and communities nationally.

Our Process

Our recruitment process involvesa number of checks,including, but not limited to,reference checks,verificationof qualifications, licences and right-to-work status.

All internal applicants will receive a notification within 2 weeks of the closing date of this advertisement.

We are dedicated to improving employment outcomes and encourage applications from Aboriginal and Torres Strait Islander peoples. We also welcome candidates of all ages, abilities, gender identities, experiences (including veterans), and cultural backgrounds.

If you require any adjustments during the recruitment process, please contact us by emailing*********@cleanaway.com.au.

Join us on our exciting journey towards a sustainable future.