Customer Service Team Leader

Toll Global Forwarding (Beijing) Limited Shenzhen Branch; Brisbane; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Toll Group is hiring a Customer Service Team Leader (12 month FTC - Mat leave coverage) for our National Customer Contact Centre in Brisbane. You will lead and develop a team, drive service excellence and manage escalations to ensure an outstanding relocation experience.

This role focuses on coaching, performance management, and continuous improvement in a fast-paced, safety-conscious environment with a hybrid Brisbane-based arrangement.

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.
• Must be an Australian Citizen or Permanent Resident.

Responsibilities

• 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.

Skills

People leadership

Coaching

Performance management

Employee development

Customer escalations

Stakeholder management

MS Office

Communication

Problem solving

Job description

About Toll Group

At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge - big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post - www.tollgroup.com

Government & Defence provides specialised logistics expertise, including relocation services. We work with clients at all levels of government to deliver an extremely diverse range of logistics solutions - from the distribution of healthcare products, managing the relocation of their employees, delivering fleets of government vehicles, through to helicopter rescue services.

The Opportunity - Customer Service Team Leader (12 month FTC - Mat leave coverage)

We're seeking an experienced Customer Service Team Leader to lead and develop a high-performing team within our National Customer Contact Centre in Brisbane. In this role, you'll drive service excellence, coach and develop consultants, manage escalations, and ensure customers receive an outstanding end-to-end relocation experience.

This is an exciting opportunity for a people-focused leader who thrives in a fast-paced environment and enjoys balancing team leadership, customer outcomes, service improvement and stakeholder engagement.

As the Customer Service Team Leader you will:

• 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.

About You

To be successful, you'll bring:

• 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.
• Must be an: Australian Citizen or Permanent Resident.

Why Toll?

Join a purpose-driven team supporting Australian Defence Force members and their families.

Lead a team where customer experience and service excellence are at the heart of what we do.

Opportunity to influence processes, continuous improvement initiatives and team performance.

Be part of a global organisation committed to safety, accountability, teamwork and innovation.

Hybrid arrangement - Office Located in Edwards St, Brisbane.

Be Connected. Be Supported. Be Part of Something Bigger.

Toll is proud to welcome Aboriginal and Torres Strait Islander peoples and invites applications from Indigenous candidates for roles within our Managed Services division. We recognise the value of diverse perspectives and are committed to fostering an inclusive and culturally safe workplace.

What moves you?

At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.

At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.

To find out more about us visit www.careers.tollgroup.com

You must be entitled to work in Australia and be prepared to undertake pre-employment checks including a criminal.