Customer Care Floor Lead - Team Coach & Service Champion

Cleanaway; Brisbane; On-site; AUD 80,000 - 105,000; Full time

Benefits offered by this job

Annual share plan

Novated leasing

Flu vaccinations (optional)

EAP access

Private health insurance discounts

Company discounts

Job summary

Cleanaway is seeking a Customer Care Floor Lead for the Northgate location in Brisbane. You will oversee daily operations of CSOs, drive adherence to processes, manage escalations, and ensure delivery of high-quality customer service and SLA targets.

The role requires leadership experience in a contact centre, ability to handle complaints, proficiency with CRM systems (Salesforce), and a track record of coaching and training deployment. Great benefits and a dynamic team environment await.

Qualifications

• 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 environment.
• Experience supporting training rollout or process change initiatives.

Responsibilities

• Lead daily team meetings to communicate priorities, service focus and key updates.
• Coach and uplift capability through 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

CRM systems (Salesforce)

Case management

Prioritisation

Training rollout

Job description

Cleanaway is seeking a Customer Care Floor Lead for the Northgate location in Brisbane. You will oversee daily operations of CSOs, drive adherence to processes, manage escalations, and ensure delivery of high-quality customer service and SLA targets.

The role requires leadership experience in a contact centre, ability to handle complaints, proficiency with CRM systems (Salesforce), and a track record of coaching and training deployment. Great benefits and a dynamic team environment await.