Customer Service Team Lead - Caboolture | Growth & Leadership

Bupa Australia; Gold Coast City; On-site; AUD 80,000 - 100,000; Full time

Job summary

Suburban Pest Management, now part of the Rentokil Initial family, is seeking a Customer Service Team Leader for Caboolture. You will lead a client-facing team, drive world-class service, and align with growth targets while mentoring offshore colleagues.

Based in the Caboolture Office, you will oversee KPIs, analyse data, manage stakeholder relations, and champion continuous improvement to deliver a consistent WOW experience for clients.

Qualifications

• 2+ years in a similar customer service manager or team leader role.
• Outstanding verbal and written communication with professional demeanor.
• Ability to pass a pre-employment medical, drug and alcohol screen, and background checks.
• Experience supervising offshore team members is a plus.
• Proficient in multiple database systems and CRM software.

Responsibilities

• Lead, mentor and develop the customer service team, including offshore members.
• Develop and deliver KPIs, and ensure performance management processes.
• Analyze data and branch stats to identify trends and improve productivity.
• Collaborate with Planning, Operations and Sales to meet needs and KPIs.
• Oversee customer feedback and escalations, resolving issues quickly.
• Lead internal sales efforts to drive growth and conversions.
• Champion continuous improvement and adoption of new tools.

Skills

Customer service leadership

Team leadership

Communication

Conflict resolution

CRM software

MS Office / Google Workspace

Tools

CRM software

MS Office / Google Workspace

Job description

Suburban Pest Management, now part of the Rentokil Initial family, is seeking a Customer Service Team Leader for Caboolture. You will lead a client-facing team, drive world-class service, and align with growth targets while mentoring offshore colleagues.

Based in the Caboolture Office, you will oversee KPIs, analyse data, manage stakeholder relations, and champion continuous improvement to deliver a consistent WOW experience for clients.