Customer Service Team Lead: High-Impact Coaching & Growth

COS; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible hybrid workplace

Reward and recognition programs

Professional development opportunities

Mental health programs

Free onsite parking

Modern onsite gym

Employee discounts on full product

Job summary

COS, a family-owned Australian business, is seeking a proactive National Customer Experience Team Lead to guide and develop a high-performing group of Customer Service Representatives. You will coach, monitor KPIs, and drive ongoing improvements in service levels, aiming to exceed customer expectations.

Reporting to the National Customer Experience Manager, you will foster a culture of excellence and accountability, balancing rapid resolution with quality outcomes across a hybrid work

Qualifications

• Proven leadership and coaching experience in a high-volume customer service environment.
• Strong communication, interpersonal, and stakeholder engagement skills.
• Demonstrated ability to lead, motivate, and drive team performance and change.
• Excellent problem-solving and continuous improvement mindset.
• Highly organised with time management and ability to manage competing priorities.
• Advanced computer literacy with CRM familiarity (Genesys).

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.
• Manage and resolve complex or escalated customer enquiries.
• Monitor daily operations to ensure service levels and KPIs are met.
• Track and analyse team performance metrics including call volume and first call resolution.
• Prepare regular performance reports for the team.
• Conduct one-on-one meetings and development plans.
• Identify training needs and partner with management on improvements.

Skills

Leadership

Coaching

Communication

Stakeholder engagement

Time management

Problem-solving

CRM systems

Genesys

Tools

Genesys

Job description

COS, a family-owned Australian business, is seeking a proactive National Customer Experience Team Lead to guide and develop a high-performing group of Customer Service Representatives. You will coach, monitor KPIs, and drive ongoing improvements in service levels, aiming to exceed customer expectations.

Reporting to the National Customer Experience Manager, you will foster a culture of excellence and accountability, balancing rapid resolution with quality outcomes across a hybrid work