Customer Service Team Lead

SMAART Recruitment; Sydney; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Onsite parking

Fully equipped gym onsite

Permanent full-time position

Office events and activities

Career progression opportunities

Job summary

SMAART Recruitment in Western Sydney is seeking a hands-on Customer Service Team Leader to manage a five-person team and deliver exceptional customer experiences. You will coach staff, monitor KPIs and collaborate with sales and operations to resolve escalations.

The role emphasizes process improvements, strong communication and a practical, customer-focused leadership style. Onsite role with a stable, growing company in Western Sydney.

Qualifications

• Experience leading and developing a five-person team.
• Background in technical, manufacturing, wholesale or product-based environment.
• Proven ability to manage escalations and drive improvements.
• Strong communication and coaching skills.
• Experience with CRM/ERP systems, ideally Microsoft Dynamics/Business Central.

Responsibilities

• Lead, coach and develop a team of five customer service professionals.
• Monitor team performance, KPIs and service levels.
• Manage escalated customer enquiries and ensure timely resolution.
• Build strong relationships with customers and internal stakeholders.
• Identify and implement improvements across customer service processes.
• Work closely with sales, operations and other internal teams.
• Support reporting, systems and day-to-day customer service operations.
• Create a positive, accountable and customer-focused team culture.

Skills

Team leadership

Customer service

Coaching

Communication

Problem-solving

Time management

Tools

Microsoft Dynamics/Navision/Business Central

CRM/ERP systems

Job description

SMAART Recruitment is partnering with a well-established Australian business operating in the technical equipment sector for commercial and residential environments. With a strong domestic and international presence, the company supplies specialized products to a diverse customer base and is continuing to grow its operations.

Based in Western Sydney, this is a hands-on leadership role where you'll manage a team of five and play a key role in delivering an exceptional customer experience.

The Role & Responsibilities

• Lead, coach and develop a team of five customer service professionals
• Monitor team performance, KPIs and service levels
• Manage escalated customer enquiries and ensure timely resolution
• Build strong relationships with customers and internal stakeholders
• Identify and implement improvements across customer service processes
• Work closely with sales, operations and other internal teams
• Support reporting, systems and day-to-day customer service operations
• Create a positive, accountable and customer-focused team culture

About you

• Previous experience in a Customer Service Team Leader, Supervisor or similar role
• Experience in a technical, manufacturing, wholesale, distribution or other product-based environment will be highly regarded.
• Proven experience managing and developing a team
• Strong communication, coaching and problem-solving skills
• Customer-focused with a hands-on approach
• Confident managing escalations and performance
• Strong organisational and time-management skills
• Experience with CRM/ERP systems
• Microsoft Dynamics and/or Navision/Business Central experience highly regarded

What's on offer

• Salary of $90,000–$110,000 + super, depending on experience.
• Permanent full-time position
• Strong opportunities for internal career progression
• Regular office events and activities
• Onsite parking available
• Fully equipped gym onsite
• Stable, secure, and growing company
• Opportunity to manage and develop a team of five
• Supportive and collaborative working environment
• Opportunity to make a genuine impact across customer service and processes
• Location: Western Sydney