Customer Care Floor Lead - Northgate location

Cleanaway Operations Pty Ltd; Brisbane; Sur place; AUD 75 000 - 95 000; Plein temps

Avantages offerts par ce poste

Annual salary package

Paid parental leave

Employee share plan

Novated leasing

Flu vaccinations

EAP access

Discounts on private health insurance

Company discounts

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

Coaching

Communication

CRM (Salesforce)

Team management

Outils

Salesforce

Description du poste

Customer Care Floor Lead - Northgate location

As the Customer Care Floor Lead you are responsible for the day-to-day leadership of 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 escalation for frontline issues, supports complaint resolution and drives consistent adherence to systems, processes and service standards.

• 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

About You

Our ideal candidate will bring strong day-to-day leadership and coaching capability, effective communication and prioritising skills, and systems and process expertise.

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

Join us 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 a high-growth, ASX-listed organisation with over 10,000 employees, our goal is to be recognised by our customers as the most innovative and sustainable waste management company with industry-leading HSE 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 involves a number of checks, including, but not limited to, reference checks, verification of 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.