Customer Service Team Leader

NHP; Adelaide; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Employee Assistance Program

Novated Leasing

Discounts on corporate healthInsurance

Paid parental leave

Job summary

NHP is seeking an experienced Customer Service Leader for an Adelaide-based role to lead a team of 7 Customer Service Consultants, strengthen service performance and directly impact the customer experience. Reporting to the Melbourne-based Customer Experience Manager, you will guide daily activity and priorities to ensure consistent service delivery.

You will lead seven CS Consultants, building capability and creating practical ways to make service easier for customers and internal stakeholders.

Qualifications

• Proven experience leading people in a customer service, contact centre or operations environment.
• A practical improvement mindset, with the ability to support better service outcomes and easier ways of working.
• The maturity to lead independently, prioritise effectively and keep the team moving without day-to-day onsite management.
• Strong communication skills and the ability to build trust with customers, internal stakeholders and your team.
• Confidence using data, reporting and customer insights to support better decision making.

Responsibilities

• Lead, coach and support Customer Service Consultants to deliver consistent service outcomes.
• Set clear expectations through regular one-on-ones, feedback conversations and performance discussions.
• Guide complex escalations with clear ownership, timely communication and practical problem solving.
• Use service insights to identify opportunities for improvement.
• Simplify service practices, work instructions and ways of working to reduce friction and improve efficiency.
• Plan team coverage and resourcing so customer demand is met and the team is set up for success.
• Support customer service projects by coordinating actions, monitoring progress and communicating outcomes to relevant stakeholders.

Skills

People leadership

Coaching

Communication

Data-informed decisions

Job description

Who we are

• NHP are specialists in Electrical & Automation Products, Systems & Solutions, with over 50 years of Electrical & Engineering excellence
• Powering an electrical and connected future through global expertise and innovation
• Local choice with the power of global partners - 'we think global, trust local'
• Driven by over 750 dedicated employees across16 branches throughout Australia & New Zealand

"At NHP we recognise that our people determine the success of our business. Guided by Agility, Team Success, Make a Difference and Ownership, our people shape how we work and who we are."

About the Role

This is a great opportunity for an experienced customer service leader to step into an Adelaide-based role where you can lead people, strengthen service performance and make a direct impact on the customer experience.

Reporting to the Customer Experience Manager in Melbourne, you will lead day-to-day team activity, guide priorities and keep service delivery moving with confidence.

You will lead a team of 7 Customer Service Consultants, building capability and creating practical ways to make service easier for customers and internal stakeholders.

Key Responsibilities

• Lead, coach and support Customer Service Consultants to deliver consistent service outcomes.
• Set clear expectations through regular one-on-ones, feedback conversations and performance discussions.
• Guide complex escalations with clear ownership, timely communication and practical problem solving.
• Use service insights to identify opportunities for improvement.
• Simplify service practices, work instructions and ways of working to reduce friction and improve efficiency.
• Plan team coverage and resourcing so customer demand is met and the team is set up for success.
• Support customer service projects by coordinating actions, monitoring progress and communicating outcomes to relevant stakeholders.

About You

You are a confident, people-focused leader who enjoys coaching teams, creating structure and keeping service delivery on track. You are comfortable making sound decisions, prioritising effectively and staying connected to a Melbourne-based manager.

• Proven experience leading people in a customer service, contact centre or operations environment.
• A practical improvement mindset, with the ability to support better service outcomes and easier ways of working.
• The maturity to lead independently, prioritise effectively and keep the team moving without day-to-day onsite management.
• Strong communication skills and the ability to build trust with customers, internal stakeholders and your team.
• Confidence using data, reporting and customer insights to support better decision making.

What’s On Offer

• A role where you can influence service performance and improve the customer experience
• Scope to develop people, improve service practices and contribute to national customer experience outcomes
• A supportive high-performance culture that values learning, development and work/life balance
• Access to an Employee Assistance Program for you and your family
• Novated Leasing - options for salary packaging your car
• Discounts on corporate health insurance with Bupa
• Paid parental leave

NHP is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. Our commitment to local industry extends to a strong sense of social responsibility. Through our community engagement strategy, NHP positively contributes to the sustainable development of local communities. We're proud of our community partnerships with Southern Cross Kids Camps and Travellers Aid in Australia.