Customer Service Team Leader

Smartgroup; Sydney; On-site; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Smart Leave

Free lunch

Paid Parental Leave (up to 20 weeks)

Make a Difference Days

Salary packaging & novated leasing

Free flu vaccinations

Employee Share Plan

Job summary

Smartgroup is seeking a Customer Service Team Leader in Sydney to lead and develop a high-performing team within Vehicle Operations. You will coach staff, drive service quality, and manage workloads to ensure excellent customer outcomes.

The role emphasizes people leadership, KPI accuracy and collaboration with stakeholders across the business. A proactive, customer-focused approach is essential, with support for flexibility and growth.

Qualifications

• 3+ years’ experience leading a customer service or operational team.
• Strong coaching and people leadership skills.
• Experience managing KPIs and team performance.
• Excellent communication and stakeholder management skills.

Responsibilities

• Coach, support and develop your team.
• Drive performance across service, quality and KPIs.
• Manage workloads and resourcing.
• Improve processes and customer outcomes.
• Build a positive, engaged and high-performing team culture.

Skills

People leadership

Coaching

KPIs management

Stakeholder management

Communication

Job description

Look forward to working with Australia’s leading and most trusted provider of Employee Management Services, making the benefits of salary packaging, novated leasing, and fleet management readily available to employers and their employees.

Working at Smartgroup offers more than a job. It is a dynamic workplace that matches the enthusiasm for the work you do and ambition for an exciting fast-paced career. We have all been hired for a purpose and a reason.

Every day you will be part of a team that helps support fellow Australians - many working in essential services, corporates, government, and not-for-profits - to take home more money in their pay packets.

Do you have what it takes to become a Customer Service Team Leader? Are you a people-focused leader who loves coaching teams and driving great customer outcomes? We’re looking for an experienced Team Leader to lead and develop a customer service team within Vehicle Operations.

What you’ll do

• Coach, support and develop your team
• Drive performance across service, quality and KPIs
• Manage workloads and resourcing
• Improve processes and customer outcomes
• Build a positive, engaged and high-performing team culture

What you’ll bring

• 3+ years’ experience leading a customer service or operational team
• Strong coaching and people leadership skills
• Experience managing KPIs and team performance
• Excellent communication and stakeholder management skills
• A proactive, customer-focused approach Salary packaging or Novated Lease knowledge is a plus

What’s in it for you?

Smart team members enjoy a range of benefits designed to support flexibility, wellbeing, reward, and growth:

• Smart Leave, an additional week of leave each year
• Free lunch every week
• Up to 20 weeks Paid Parental Leave with superannuation contributions and a Return-to-Work Bonus
• Make a Difference Days – paid days off to volunteer for the community and environment
• Salary packaging and novated leasing benefits (of course!)
• Free flu vaccinations
• Employee Share Plan

Grow with Purpose

At Smart, we’re driven by purpose and performance. We support individual and team growth via varied learning opportunities, open communication, and leaders who work to get the basics right – quality and regular one to ones, clear goals and success metrics, and growth conversations.

Our Commitment to Diversity and Inclusion

Everyone belongs and is welcome at Smart. We welcome people from diverse backgrounds to join our team, including Aboriginal and Torres Strait Islander peoples, veterans, people with disability, people who identify as LGBTQ+, all gender identities, and people of any socioeconomic status, age, race, national origin or ethnicity.

Our commitment to Diversity & Inclusion is reflected in the external recognition we’ve received, including being named:

• WGEA Employer of Choice for Gender Equality since 2019
• DCA Inclusive Employer 2025 – 2026
• Silver Employer on the Australian Workplace Equality Index

Please note: all successful candidates will be required to complete background checks including a police clearance prior to confirmation of employment. Candidates must have unlimited Australian work rights to be considered for this role.