Customer Care Floor Lead - Lead & Elevate CSOs

Cleanaway Operations Pty Ltd; Brisbane; On-site; AUD 75,000 - 95,000; Full time

Benefits offered by this job

Annual salary package

Paid parental leave

Employee share plan

Novated leasing

Flu vaccinations

EAP access

Discounts on private health insurance

Company discounts

Job summary

Cleanaway Operations Pty Ltd in Brisbane is seeking a Customer Care Floor Lead for the Northgate location to oversee day-to-day operations of Customer Service Officers, ensure high-quality service, manage case flow and meet daily SLA targets. The role acts as the first escalation point for frontline issues and drives adherence to processes.

You will lead daily team meetings, coach staff, coordinate with operations on issues like missed collections, share frontline insights with senior leaders,

Qualifications

• Strong day-to-day leadership and coaching capability.
• Effective communication and prioritising skills.
• Systems and process expertise with CRM familiarity.

Responsibilities

• Lead daily team meetings to communicate priorities and updates.
• Coach and develop CSOs through feedback and training initiatives.
• Collaborate with operations to resolve service issues and changes.
• Share frontline insights with senior leaders and COE.
• Serve as system super-user and first-line support for CS tools.
• Support workload and queue management for efficient resource use.

Skills

Leadership

Coaching

Communication

CRM (Salesforce)

Team management

Tools

Salesforce

Job description

Cleanaway Operations Pty Ltd in Brisbane is seeking a Customer Care Floor Lead for the Northgate location to oversee day-to-day operations of Customer Service Officers, ensure high-quality service, manage case flow and meet daily SLA targets. The role acts as the first escalation point for frontline issues and drives adherence to processes.

You will lead daily team meetings, coach staff, coordinate with operations on issues like missed collections, share frontline insights with senior leaders,