Customer Experience Leader: Scale & Elevate Service

Global Waste Services, LLC; Brisbane; On-site; AUD 90,000 - 140,000; Full time

Job summary

Global Waste Services is seeking an experienced customer experience leader to head our customer service and bookings function amid growth. You will build a high-performing team, shape how we serve clients, and implement practical improvements across systems and processes.

You will stay close to daily service while developing capabilities, governance, and working practices to support the future. You will partner with operations, scheduling, sales and finance to deliver on customer promises and

Qualifications

• Proven experience leading a customer service or CX team.
• Experience delivering operational or technology-driven change.
• Ability to build KPIs and drive measurable improvements.
• Strong decision making under pressure and cross-department collaboration.
• Background in waste, construction services, or related operations is a plus.

Responsibilities

• Own performance and development of the customer service and bookings team.
• Set service standards and improve the customer journey from enquiry to service.
• Lead change programs and train staff to adopt new ways of working.
• Collaborate with scheduling, operations, sales and finance.
• Define and monitor KPIs; use feedback to improve quality and efficiency.

Skills

Team leadership

Recruiting & onboarding

Coaching & performance

Operational change management

KPIs & data analysis

Cross-department collaboration

AI tools awareness

Job description

Global Waste Services is seeking an experienced customer experience leader to head our customer service and bookings function amid growth. You will build a high-performing team, shape how we serve clients, and implement practical improvements across systems and processes.

You will stay close to daily service while developing capabilities, governance, and working practices to support the future. You will partner with operations, scheduling, sales and finance to deliver on customer promises and