Customer Care Team Leader — Lead, Coach & Elevate CX

Momentum Energy Pty Ltd; Australia; Remote; AUD 70,000 - 110,000; Full time

Job summary

Momentum Energy Pty Ltd in Australia is seeking a Customer Care Team Leader to drive performance in the Contact Centre, deliver on KPIs, and lead a hands-on team across frontline operations. You will partner with leaders to ensure an outstanding customer experience and continuous improvement across processes and people.

The role emphasizes coaching, development, and building capability while maintaining compliance with safety and regulatory requirements.

Qualifications

• Extensive experience leading high-performing teams in complex service environments.
• Strong experience with compliance and risk management in regulated settings.
• Proven track record of driving continuous improvement and change initiatives.
• Here to deliver high-quality customer service and outcomes for stakeholders.
• Outstanding communication and interpersonal skills at all organizational levels.

Responsibilities

• Lead and manage a Customer Care team to deliver exceptional customer experience and meet KPI targets.
• Recruit, develop and nurture talent for future leadership across the business.
• Identify skill gaps and provide training to optimise systems, processes and procedures.
• Ensure compliance, safety and regulatory requirements are embedded in operations.

Skills

People leadership

Compliance awareness

Performance metrics

Change management

Customer focus

Analytical skills

Communication

Initiative

Job description

Momentum Energy Pty Ltd in Australia is seeking a Customer Care Team Leader to drive performance in the Contact Centre, deliver on KPIs, and lead a hands-on team across frontline operations. You will partner with leaders to ensure an outstanding customer experience and continuous improvement across processes and people.

The role emphasizes coaching, development, and building capability while maintaining compliance with safety and regulatory requirements.