Customer Service Leader — Onshore & Offshore Team

Geared Up Culcha; Brisbane; Hybrid; AUD 80,000 - 120,000; Full time

Job summary

Toll is seeking a Customer Service Team Leader to guide a high‑performing team at our National Customer Contact Centre in Brisbane. You will coach consultants, monitor performance, manage escalations and drive an end‑to‑end relocation experience for customers.

This 12‑month FTC maternity cover role focuses on service excellence, stakeholder collaboration, and continuous improvement. A hybrid work arrangement is available with office located on Edwards St, Brisbane.

Qualifications

• Previous experience leading teams within a contact centre or customer service environment.
• Strong people leadership capabilities, including coaching, performance management and employee development.
• Experience managing customer escalations and delivering exceptional customer outcomes.
• Knowledge of contact centre technologies and workforce performance metrics.
• Advanced communication, stakeholder management and problem‑solving skills.
• Strong Microsoft Office experience.

Responsibilities

• Lead, coach and develop a team of Customer Contact Centre Consultants to achieve service and performance outcomes.
• Monitor KPIs, service levels and operational performance, identifying opportunities for improvement.
• Manage customer escalations, complaints and service recovery activities.
• Foster strong relationships with customers, Defence stakeholders and internal teams.
• Support reporting, operational projects and continuous improvement initiatives.
• Promote a strong safety culture and lead by example across the team.

Skills

People leadership

Coaching

Escalation management

Contact centre tech

Stakeholder management

MS Office

Job description

Customer Service Team Leader (12‑month FTC – Maternity leave coverage)

We’re seeking an experienced Customer Service Team Leader to lead and develop a high‑performing team within our National Customer Contact Centre in Brisbane. In this role, you’ll drive service excellence, coach and develop consultants, manage escalations, and ensure customers receive an outstanding end‑to‑end relocation experience.

• Lead, coach and develop a team of Customer Contact Centre Consultants to achieve service and performance outcomes.
• Monitor KPIs, service levels and operational performance, identifying opportunities for improvement.
• Manage customer escalations, complaints and service recovery activities.
• Foster strong relationships with customers, Defence stakeholders and internal teams.
• Support reporting, operational projects and continuous improvement initiatives.
• Promote a strong safety culture and lead by example across the team.

About You

• Previous experience leading teams within a contact centre or customer service environment.
• Strong people leadership capabilities, including coaching, performance management and employee development.
• Experience managing customer escalations and delivering exceptional customer outcomes.
• Knowledge of contact centre technologies and workforce performance metrics.
• Advanced communication, stakeholder management and problem‑solving skills.
• Strong Microsoft Office experience.
• Must be an Australian Citizen or Permanent Resident.

Why Toll?

• Join a purpose‑driven team supporting Australian Defence Force members and their families.
• Lead a team where customer experience and service excellence are at the heart of what we do.
• Opportunity to influence processes, continuous improvement initiatives and team performance.
• Be part of a global organisation committed to safety, accountability, teamwork and innovation.
• Hybrid arrangement – Office Located in Edwards St, Brisbane.

Toll is proud to welcome Aboriginal and Torres Strait Islander peoples and invites applications from Indigenous candidates for roles within our Managed Services division. We recognise the value of diverse perspectives and are committed to fostering an inclusive and culturally safe workplace.

At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.

You must be entitled to work in Australia and be prepared to undertake pre‑employment checks including a criminal history check and medical.