Customer Service Team Lead

COS; Sydney; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Flexible hybrid workplace

Mental Health programs

Birthday leave and Parental Leave

Free onsite parking

Modern onsite gym

Employee discounts on products

Novated Lease / Salary Sacrifice forEV

Job summary

COS is seeking a results-driven Customer Service Manager to lead and develop a team of Customer Service Representatives in a high-growth Australian private business.

Reporting to the National Customer Experience Manager, you will coach, monitor KPIs, resolve escalations, and drive continuous improvement while delivering exceptional service.

Qualifications

• Proven leadership with at least 3 years in high-volume customer service.
• Strong communication and stakeholder engagement abilities.
• Experience coaching and developing performance in a fast-paced environment.
• Experience with CRM systems (e.g., Genesys) and data-driven mindset.

Responsibilities

• Lead and coach a team of Customer Service Representatives to meet performance targets.
• Provide ongoing coaching, feedback and training to enhance service quality.
• Manage and resolve complex or escalated customer enquiries.
• Monitor service levels and KPIs (response times, resolution, CSAT) and ensure targets.
• Track and analyse team performance metrics including call volume and first call resolution.
• Prepare and communicate regular performance reports to the team.
• Conduct one-on-one meetings and development plans (PDPs).
• Identify training needs and drive continuous improvement initiatives.

Skills

Leadership

Coaching

Customer service

Stakeholder engagement

Communication

Problem solving

Time management

Tools

Genesys

Job description

An exciting opportunity exists to join one of Australia’s high growth private businesses. COS is a family owned and run Aussie business made up of a community of like-minded people working towards a common goal. Our purpose is to keep Australian workers, patients and students healthy, safe and productive by providing products. Why? So we can deliver on our pledge to donate 1% of total revenue to everyday Australians through the Lyone Foundation.

About The Role

Reporting to the National Customer Experience Manager, you will lead, coach, and develop a team of Customer Service Representatives, fostering a high-performance culture focused on consistently exceeding customer expectations and delivering exceptional service.

Key Responsibilities

• Lead, coach, and motivate a team of Customer Service Representatives to achieve performance targets
• Provide ongoing coaching, feedback, and training to enhance customer service skills and outcomes
• Manage and resolve complex or escalated customer enquiries
• Monitor daily operations to ensure service levels and KPIs (response times, resolution, customer satisfaction) are consistently met
• Track and analyse team performance metrics including call volume, handling time, and first call resolution
• Prepare and communicate regular performance reports to the team
• Conduct one-on-one meetings, probation reviews, and support individual development plans (PDPs)
• Identify training needs and partner with management to implement continuous improvement initiatives

About You

• Proven leadership and coaching experience with at least 3 years in a high-volume, fast-paced customer service environment
• Strong communication, interpersonal, and stakeholder engagement skills, with the ability to influence outcomes
• Demonstrated ability to lead, motivate, and drive team performance and change
• Excellent problem-solving, decision-making, and continuous improvement mindset
• Highly organised with strong time management skills and ability to manage competing priorities under pressure
• Advanced computer literacy, including CRM systems (e.g. Genesys), with strong attention to detail and analytical capability

Benefits of working with COS

• Flexible hybrid workplace
• Generous Reward and Recognition programs
• Commitment to professional development with ongoing training and career development opportunities
• Access to free Mental Health programs
• Birthday, Paid Parental Leave and Purchase Leave available
• Convenient location with free onsite parking
• Modern onsite gym
• Employee discounts on full product range
• Opportunity to participate in community welfare and charity initiatives
• Novated Lease / Salary Sacrifice for electric vehicles available

More about COS

When you join COS, you’ll be working for a growing, socially responsible organisation who provides equal employment opportunities to a talented and diverse team of passionate people, who live and breathe our 6 core values - Passionate, Results Driven, Innovative, Service Excellence, Self-Reflective, and Family. Together, we work towards finding new and original ways to deliver on our Company Purpose: Keep Australian Workers Healthy, Safe and Productive.

Through the success of our business, COS has been proud to give back over $20 million to community through the Lyone Foundation. Each year through the Lyone Foundation, COS supports Australian charities who are focused on human welfare and are underfunded, allocating 1% of annual revenue to the foundation each year.

Founded in 1977, COS is the largest Australian owned and operated national office products business. With over 700 employees located across every State of Australia, COS are leaders in our industry, and we’re ready to welcome you onboard!