Customer Care Floor Lead — Frontline Coach & SLA Champion

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

Benefits offered by this job

Attractive salary package

Career development opportunities

Paid parental leave

Employee benefits package (share plan,

Job summary

Cleanaway are seeking a Customer Care Floor Lead to guide CSOs in day-to-day operations, ensuring high-quality service, and achieving daily targets. You will lead meetings, coach staff, and work with operations to resolve service issues, acting as a system super-user for customer service tools.

Ideal candidates will show strong leadership, communication, and prioritisation skills, plus experience with CRM systems (e.g., Salesforce) and training rollout.

Qualifications

• Experience in a customer service or contact centre 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 updates.
• Coach and uplift capability through feedback and training initiatives.
• Collaborate with operations to resolve service issues and changes.
• Share insights with Senior Customer Care Leaders and COE.
• Act as system super-user and first support point for customer service systems.
• Manage workload and queues to optimize resource use.

Skills

Leadership

Coaching

Communication

Prioritisation

Tools

Salesforce

Case management tools

Job description

Cleanaway are seeking a Customer Care Floor Lead to guide CSOs in day-to-day operations, ensuring high-quality service, and achieving daily targets. You will lead meetings, coach staff, and work with operations to resolve service issues, acting as a system super-user for customer service tools.

Ideal candidates will show strong leadership, communication, and prioritisation skills, plus experience with CRM systems (e.g., Salesforce) and training rollout.