Customer Service Team Leader — Elevate Customer Experience

NHP; Adelaide; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Employee Assistance Program

Novated Leasing

Corporate health discounts (Bupa)

Paid parental leave

Job summary

NHP in Adelaide is seeking an experienced Customer Service Leader to guide a team of 7 Customer Service Consultants, strengthening service performance and shaping the customer experience.

Reporting to the Customer Experience Manager in Melbourne, you will set priorities, coach staff, handle escalations, and drive improvements in processes and performance across the customer service function.

Qualifications

• Proven experience leading people in a customer service, contact centre or operations environment.
• Strong communication skills and ability to build trust with customers and team.
• Ability to make sound decisions, prioritise effectively and stay connected to a Melbourne-based manager.
• Comfortable using data and insights to drive service improvements.

Responsibilities

• Lead, coach and support Customer Service Consultants to deliver consistent service outcomes.
• Set clear expectations through regular one-on-ones, feedback conversations and performance discussions.
• Guide complex escalations with ownership and timely communication.
• Use service insights to identify opportunities for improvement.
• Simplify service practices, work instructions and ways of working to reduce friction and improve efficiency.
• Plan team coverage and resourcing to meet customer demand.
• Support customer service projects by coordinating actions and communicating outcomes.

Skills

Leadership experience

Customer service

Team coaching

Data-driven decisions

Job description

NHP in Adelaide is seeking an experienced Customer Service Leader to guide a team of 7 Customer Service Consultants, strengthening service performance and shaping the customer experience.

Reporting to the Customer Experience Manager in Melbourne, you will set priorities, coach staff, handle escalations, and drive improvements in processes and performance across the customer service function.