Customer Service Team lead

Bainbridge Pty Ltd; Gold Coast City; On-site; AUD 70,000 - 100,000; Full time

Job summary

Bainbridge Pty Ltd on the Gold Coast seeks a Customer Service Team Lead to drive daily performance, coach staff, and push a proactive, sales-focused approach. You’ll lead a team at the heart of customer relationships, partnering with the Sales team to grow accounts and improve service quality.

The role is hands-on, focused on outcomes, and requires a knack for coaching, problem solving and cross-functional collaboration.

Qualifications

• Experience leading a customer service team
• Strong customer service background
• Commercial mindset with ability to grow accounts
• Coaching people on conversations and performance
• Hands-on leadership and close to the team
• Calm under shifting priorities
• Balance service and sales in practice
• Cross-department collaboration experience
• Sales leadership experience seen as an advantage

Responsibilities

• Set daily priorities for the team to meet customer needs and commercial opportunities
• Coach team members in real time to build confidence and accountability
• Encourage proactive follow-up, cross-selling and upselling with customers
• Support senior managers and align with Territory and wider Sales teams
• Monitor KPIs, service levels and team workload
• Lead rollout of new systems, SOPs and process improvements
• Identify recurring issues and drive improvements in customer experience
• Maintain consistent service standards and ways of working

Skills

Team leadership

Coaching

Customer service

Sales mindset

Job description

We’re looking for a Customer Service Team Lead who can help drive the day-to-day performance of our Customer Service team, strengthen customer relationships and bring a more proactive, sales-focused approach to the way we work.

This is a hands-on leadership role suited to someone who enjoys being close to the team, coaching people, solving customer problems and creating opportunities — not just processing orders.

You’ll help lead a team that sits at the centre of our customer relationships, supporting strong service while building confidence around proactive follow-up, cross-selling, upselling and identifying opportunities to grow customer accounts.

Reporting to the Customer Administration Manager, you’ll play a key leadership role across the Customer Service function and work closely with our wider Sales team.

You’ll be hands-on, visible and involved.

About Bainbridge

Bainbridge is an award-winning Australian business supplying products across the animal, equine, rural and pet industries.

We’ve built our business on strong customer relationships, a broad and trusted product range and an award-winning Customer Service team committed to delivering a great experience for our customers.

As we continue to grow, we’re investing in our systems, processes and people while also building a stronger commercial focus across the business.

It’s an exciting time to join Bainbridge - there is plenty happening, genuine opportunity to influence how we work, and the chance to help shape the next stage of our Customer Service and internal sales function.

The Role

You’ll be responsible for helping keep the Customer Service team focused, supported and performing day-to-day, while building a stronger sales and customer ownership mindset across the team.

That means:

Setting daily priorities and helping the team stay focused on customer needs, follow-up and commercial opportunities.

Coaching team members in real time and helping build confidence, capability and accountability.

Encouraging the team to move beyond simply processing orders and have stronger commercial conversations with customers.

Driving proactive customer follow-up, cross-selling, upselling and new product opportunities.

Supporting the team to identify opportunities to increase customer spend and product penetration.

Helping build confidence around sales conversations, product knowledge and opportunity identification.

Working closely with our Territory Sales Managers and wider Sales team to support customer relationships and commercial activity.

Being the first point of support when the team needs direction or a customer issue needs resolving.

Monitoring team activity, service performance and agreed sales or customer KPIs.

Keeping an eye on workload and shifting priorities when business needs change.

Helping maintain consistent service standards and agreed ways of working.

Supporting the rollout of new systems, SOPs and process improvements.

Identifying recurring customer issues, workflow challenges and opportunities to improve the customer experience.

Supporting the Customer Administration Manager with day-to-day team performance and operational priorities.

We’d love to hear from you if you:

Have experience as a Team Leader, Customer Service Team Lead, Internal Sales Team Lead, Sales Team Leader or similar.

Have strong Customer Service experience and enjoy building long-term customer relationships.

Have a commercial mindset and can identify opportunities to grow customer accounts.

Are comfortable coaching people around customer conversations, sales opportunities and performance.

Enjoy being hands-on and close to the team.

Are comfortable giving direction, coaching people and holding others accountable.

Can stay calm when priorities shift or customer issues escalates.

Understand that great Customer Service is about both service and sales.

Are confident working across different departments to get an outcome.

Like improving processes rather than simply working around problems.

Are organised, practical and comfortable making day-to-day decisions.

Previous sales experience will be highly regarded, particularly experience leading, coaching or developing a sales or internal sales team.

Why this role matters

Our Customer Service function is evolving.

You’ll work closely with the Customer Administration Manager and wider Sales team to build a stronger team, develop commercial capability and create a Customer Service function that delivers both an excellent customer experience and stronger business outcomes.