Customer Experience Team Leader

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

Help shape the next chapter of Global Waste Services

Global Waste Services is growing, and we want an experienced customer experience leader who is excited by what comes next.

This is an opportunity to build a team you are proud of, influence how the business works and make a lasting difference to our customers. You will lead our customer service and bookings function through significant growth, new technology and better ways of delivering service.

We’re looking for someone who can turn ambition into practical improvements—and bring our people and customers with them.

About us

We provide liquid waste management and portable sanitation services across South East Queensland, supporting builders, civil contractors, events, infrastructure projects and equipment hire companies.

Our customers depend on clear answers and reliable service to keep their sites running. As we grow, we want their experience to become even better.

The role

Reporting to the Operations Manager, you will own the performance and development of our customer service and bookings team.

You will stay close to daily service while building the capability, systems and working practices the department needs for the future. You’ll have responsibility for making decisions within agreed authority, developing people and following improvements through until they become established ways of working.

Where you will make an impact

• Build a team that grows with us. Recruit capable people, create effective onboarding, coach regularly and manage performance with clarity and fairness.
• Own the customer experience. Set service standards, resolve escalated issues and improve the journey from first enquiry through to service completion.
• Lead people through change. Explain the purpose, involve the team, address concerns and give staff the training and confidence to succeed.
• Help customers move forward. Guide customers onto new products, platforms and self-service options, with communication and support that make the transition easier.
• Create meaningful measures. Develop KPIs, establish targets and use customer feedback and performance data to improve quality, responsiveness and efficiency.
• Connect the departments. Work with scheduling, operations, sales and finance so customer promises are achievable and everyone understands their part in delivering them.

What you bring

You have already led a customer service or customer experience team and can show how it improved under your leadership.

You bring demonstrated experience in:

• Recruiting, onboarding, coaching and managing staff.
• Leading significant operational or technology change while maintaining service.
• Building customer confidence and achieving adoption of new ways of working.
• Creating KPIs and turning results into measurable improvements.
• Making sound decisions under pressure and working constructively across departments.
• Experience in waste, construction services, equipment hire, transport or another operational service business would be valuable. We can teach our services and systems; we need you to bring proven leadership.

AI curiosity and practical judgement

We are introducing AI and automation across our systems and have AI training available. You will bring practical knowledge of AI tools, or clear curiosity and a willingness to learn and apply them. You should be able to spot repetitive work, test better ways of doing it, check the quality of AI-assisted outputs and help the team use approved tools confidently. You do not need to be a software developer; you do need to take an active role in improving how we work.

Why this opportunity

You will help shape a growing department, see the results of your decisions and build capability that lasts. We want someone who sees their future here and takes satisfaction in developing the team and customer relationships over time.