Customer Service Team Leader

UCC Coffee ANZ; Sydney; Hybrid; AUD 90,000 - 110,000; Full time

Job summary

Toby's Estate, based in Sydney, Australia, is seeking a Customer Service Team Leader to oversee daily operations and guide a hands-on CS team. This is a full-time role with hybrid working, located at our Alexandria office, operating Monday to Friday from 8am to 4pm.

You will lead, develop and engage the Customer Service team across multiple systems, ensuring service levels are met and customer issues are resolved promptly.

Qualifications

• Previous team leadership experience.
• Coffee knowledge is beneficial.
• Strong communication with high attention to detail.
• Understanding of supply chain management beneficial in FMCG.

Responsibilities

• Lead, develop and engage the Customer Service team.
• Ensure agreed customer service levels and standards are maintained.
• Support the Service Technician team by liaising with Sales for installations and troubleshooting.
• Manage escalated customer issues through to resolution.
• Identify opportunities to improve systems, workflows and team capability.
• Support recruitment, onboarding and training for the team.
• Carry out day-to-day customer service activities, including processing orders and responding to inquiries.

Skills

Team leadership

Communication

Problem solving

Supply chain knowledge

Job description

About us:

The story of Toby's Estate began in 1997, in the grungy streets of Woolloomooloo, armed with Mum’s garage, a beat-up coffee roaster and passion on tap, we set out on a wild adventure of business and coffee discovery. Not concerned with the frills of it all, but just that we were consistently consistent in roasting the tastiest coffee we could and treating all the people in our world like family.

Fast forward nearly 30 years, we’re a crack team and merry band of misfits united by a common passion for doing amazing things, and at the forefront of pushing the limits of premium specialty coffee.

Why join us as our Customer Service Team Leader?

In this Customer Service Team Leader role, you’ll bring together people, processes, and systems to ensure every customer interaction is efficient,accurate, and genuinely supportive. This is a hands-on, fast paced role where you'll be working across multiple systems and platforms. You’ll champion continuous improvement, strengthen collaboration across sales, warehousing, production and logistics, and create an environment where your team can deliver their best work every day. You’ll guide daily service operations, resolve issues before they escal…

Above all, you’re a hands-on leader who builds capability, drives performance and ensures our customers feel the impact of exceptional service - every time.

What you’ll be doing:

• Lead, develop and engage the Customer Service team
• Ensure agreed customer service levels and standards are consistently achieved and maintained
• Support the Service Technician team by liaising with the Sales team regarding upcoming installations and troubleshooting machine-related issues
• Manage escalated customer issues through to resolution
• Identify opportunities to improve systems, workflows and team capability
• Support recruitment, onboarding and training for the team
• Carry out day-to-day customer service activities, including processing customer orders, invoicing, credit card transactions and responding to general enquiries

About you:

You’ll be a people person with a strong level of people leadership. You enjoy solving problems and get satisfaction from helping things run smoothly behind the scenes. You thrive in a fast-paced environment, and bring a calm, confident energy.

What you’ll bring:

• Previous team leadership experience
• Previous coffee experience and knowledge is beneficial but not essential
• Strong communication skills with high attention to detail and accuracy
• Understanding of supply chain management beneficial with experience in the FMCG industry highly regarded
• Strong organisational skills with the ability to manage multiple priorities and thrive in a fast-paced environment

You’ll be joining a tight-knit team who share a love for coffee, collaboration, and delivering great customer outcomes. We offer a supportive work environment, opportunities for growth and of course, plenty of great coffee. We also prioritise wellbeing through initiatives like "recharge leave," giving you an additional five days each year to rest, reset, and refuel.

This is a full-time, permanent Monday to Friday position, 8am - 4pm, based in our Alexandria office, with some hybrid working.