Customer Service Team leader

Access Sydney Community Transport; Sydney; On-site; AUD 80,000 - 105,000; Full time

Job summary

Access Sydney Community Transport is seeking an experienced Customer Service Team Leader to lead a high‑performing team delivering safe, reliable and client‑focused community transport services for older people, people with disability and transport‑disadvantaged clients.

You will oversee enquiries, intake, assessments, service bookings and service delivery, while maintaining compliance with quality, safety and risk frameworks and driving continuous improvement and staff development.

Qualifications

• Strong communication and interpersonal abilities.
• Proven problem-solving and decision-making skills.
• Experience leading customer service teams or similar.
• Excellent organisational and reporting capabilities.
• Proficient computer skills and ability to use typical office software.
• Experience in aged care, disability, or community services is valued.

Responsibilities

• Lead and support a high-performing customer service team.
• Manage enquiries, intake, assessments, service booking and service delivery.
• Ensure clients receive timely, respectful and professional support.
• Monitor service quality, performance and client outcomes.
• Support workforce planning, recruitment, onboarding and staff development.
• Manage complaints, feedback and incidents in line with organisational requirements.
• Identify service improvements and implement continuous improvement initiatives.
• Maintain compliance with quality, safety and risk management frameworks.

Skills

Communication skills

Problem-solving

Stakeholder engagement

Organisational skills

Reporting

Computer skills

Education

Certificate IV in Community Services

Job description

Access Sydney Community Transport – Homebush NSW

Lead Customer Service Excellence Keeping Communities Connected

Access Sydney Community Transport is seeking an experienced Customer Service Team Leader to lead our team to deliver safe, reliable and client-focused community transport services.

This is an exciting opportunity to join a respected not-for-profit organisation dedicated to keeping the communities connected . Your leadershoip will help empower older people, people with disability and people who are transport disadvantaged to maintain their independence and stay socially connected.

Key responsibilities

Lead and support a high-performing customer service team

Manage enquiries, intake, assessments, service booking and service delivery

Ensure clients receive timely, respectful and professional support

Monitor service quality, performance and client outcomes

Support workforce planning, recruitment, onboarding and staff development

Manage complaints, feedback and incidents in line with organisational requirements

Identify service improvements and implement continuous improvement initiatives

Maintain compliance with quality, safety and risk management frameworks

About you

Certificate IV or higher qualification in Community Services, Aged Care, Disability, Health, Business Administration or a related field, or equivalent experience

Demonstrated experience in customer service leadership, supervision or team coordination

Experience within aged care, disability, community services, health, transport or a similar service environment

Strong communication, problem-solving and stakeholder engagement skills

Excellent organisational, reporting and computer skills

About us

Access Sydney Community Transport Ltd is a not-for-profit organisation that provides accessible, affordable transport and community connection for older people, people with disability and people who are transport disadvantaged. Our work supports independence, inclusion and social connection across the communities we serve. We are client-centred, safe, inclusive, responsive, respectful and committed to quality.

Applications close on 18 September 2026