Customer Care Team Leader

Baxter Global; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Baxter is seeking an experienced Customer Service Team Leader to drive excellence across our ANZ Customer Service operations. You will lead and develop a high-performing team, ensure exceptional service delivery, and collaborate cross-functionally to enhance the overall customer experience.

You will supervise performance, resolve complex issues, and drive continuous improvement in a fast-paced healthcare environment.

Qualifications

• 3–5 years of experience in customer service, ideally healthcare/pharmaceuticals or medical devices.
• Proven leadership and team management skills.
• Proficiency with CRM and ERP systems (e.g., JDE, SAP).
• Experience with service center platforms and metrics (Genesys, Five9, RingCentral, Avaya).
• Strong attention to detail and adaptability to new systems and processes.
• Flexible schedule availability, including evenings and weekends as needed.

Responsibilities

• Manage daily operations and lead a team of customer service representatives to reach service quality and customer happiness objectives.
• Conduct regular performance reviews, provide mentoring and feedback, and foster a culture of accountability and continuous improvement.
• Handle and resolve advanced or complex customer complaints promptly and professionally.
• Assess workload and adjust prioritisation to meet service level targets.
• Identify and implement initiatives to improve efficiency, service quality, and customer experience.
• Monitor KPIs and provide regular reports and insights to management.
• Assist in developing and managing departmental budgets, ensuring accurate tracking of expenses.
• Partner with cross-functional teams to align customer service strategies with broader business objectives.

Skills

Leadership

Team management

Data analysis

Customer service

Process improvement

Communication

Education

Relevant tertiary qualification or equivalent experience

Tools

CRM systems

ERP systems (JDE, SAP)

Genesys

Five9

RingCentral

Avaya

Job description

This is whereyour work makes a difference.

At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond.

Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results.

Here, you will find more than just a job—you will find purpose and pride.

The Role

We are seeking an experienced Customer Service Team Leader to drive excellence across our ANZ Customer Service operations at Baxter. In this role, you will lead and develop a high-performing team, ensuring exceptional service delivery, operational efficiency, and continuous improvement. You will play a key role in supervising performance, resolving complex issues, and collaborating cross-functionally to enhance the overall customer experience.

About You

You are an engaging and people-focused leader who brings energy, empathy, and accountability to everything you do. You naturally build trust with your team, creating an environment where individuals feel supported, motivated, and empowered to perform at their best.

You’re highly organised and excel in a dynamic environment, balancing competing priorities while maintaining a strong attention to detail. With a proactive mindset, you don’t just manage operations—you look for ways to improve them. You’re comfortable analysing data, identifying trends, and turning insights into practical actions that enhance service delivery.

Above all, you have a strong enthusiasm for delivering outstanding customer experiences and understand the critical role customer service plays in business success. You take ownership, lead by example, and continuously strive to raise the bar for both your team and the wider organisation.

If you’re passionate about leading teams, improving processes, and delivering outstanding customer experiences, this is a fantastic opportunity to make an impact across a dynamic regional operation.

Responsibilities

Manage daily operations and lead a team of customer service representatives to reach service quality and customer happiness objectives

Conduct regular performance reviews, provide mentoring and feedback, and foster a culture of accountability and continuous improvement

Handle and resolve advanced or complex customer complaints promptly and professionally

Assess workload and adjust prioritisation to meet service level targets

Identify and implement initiatives to improve efficiency, service quality, and customer experience

Monitor key performance indicators (e.g., schedule adherence, service levels) and provide regular reports and insights to management

Assist in developing and managing departmental budgets, ensuring accurate tracking of expenses

Partner with cross-functional teams to align customer service strategies with broader business objectives.

Key Requirements

Relevant tertiary qualification or equivalent proven experience

3-5 years of experience in customer service, ideally within healthcare/pharmaceuticals or medical devices

Proven leadership and team management skills

Strong ability to build trusted relationships with customers and stakeholders.

Proficiency with CRM and ERP systems (e.g., JDE, SAP)

Prior working knowledge of pharmaceuticals or medical devices is highly desirable

Experience in service center platforms and metrics (e.g., Genesys, Five9, RingCentral, Avaya, etc.)

Experience in Project management and Lean processing methodology

Strong attention to detail and adaptability to new systems and processes

Ability to thrive in a fast-paced environment and prioritise competing demands

Flexible schedule availability, including evenings and weekends as needed

Advanced Microsoft Office skills (Word, Excel, Outlook).

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Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally.