Customer Care Floor Lead: Coaching & SLA Excellence

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

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.