Customer Service Team Lead – Onshore & Offshore (Hybrid)

Geared Up Culcha; Brisbane; Hybride; AUD 80 000 - 120 000; Plein temps

Résumé du poste

Toll is seeking a Customer Service Team Leader to guide a high‑performing team at our National Customer Contact Centre in Brisbane. You will coach consultants, monitor performance, manage escalations and drive an end‑to‑end relocation experience for customers.

This 12‑month FTC maternity cover role focuses on service excellence, stakeholder collaboration, and continuous improvement. A hybrid work arrangement is available with office located on Edwards St, Brisbane.

Qualifications

• Previous experience leading teams within a contact centre or customer service environment.
• Strong people leadership capabilities, including coaching, performance management and employee development.
• Experience managing customer escalations and delivering exceptional customer outcomes.
• Knowledge of contact centre technologies and workforce performance metrics.
• Advanced communication, stakeholder management and problem‑solving skills.
• Strong Microsoft Office experience.

Responsabilités

• Lead, coach and develop a team of Customer Contact Centre Consultants to achieve service and performance outcomes.
• Monitor KPIs, service levels and operational performance, identifying opportunities for improvement.
• Manage customer escalations, complaints and service recovery activities.
• Foster strong relationships with customers, Defence stakeholders and internal teams.
• Support reporting, operational projects and continuous improvement initiatives.
• Promote a strong safety culture and lead by example across the team.

Connaissances

People leadership

Coaching

Escalation management

Contact centre tech

Stakeholder management

MS Office

Description du poste

Toll is seeking a Customer Service Team Leader to guide a high‑performing team at our National Customer Contact Centre in Brisbane. You will coach consultants, monitor performance, manage escalations and drive an end‑to‑end relocation experience for customers.

This 12‑month FTC maternity cover role focuses on service excellence, stakeholder collaboration, and continuous improvement. A hybrid work arrangement is available with office located on Edwards St, Brisbane.