Customer Service Team Leader – Defence Logistics (12M FTC)

Ourmob.com.au Chemistry Pty; Brisbane; Hybride; AUD 90 000 - 110 000; Plein temps

Avantages offerts par ce poste

Hybrid work arrangement

Résumé du poste

Toll Group in Brisbane is seeking a Customer Service Team Leader to lead and develop a high-performing team within our National Customer Contact Centre. 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

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.

Responsabilités

• 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.

Connaissances

Team leadership

Coaching & development

Escalation management

Contact centre tech & metrics

Advanced communication

Stakeholder management

Microsoft Office experience

Outils

Microsoft Office

Description du poste

Toll Group in Brisbane is seeking a Customer Service Team Leader to lead and develop a high-performing team within our National Customer Contact Centre. 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