Customer Service Team Leader - Hybrid (Brisbane)

Toll Global Forwarding (Malaysia) Sdn. Bhd.; Brisbane; Hybrid; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Toll Group in Brisbane seeks a Customer Service Team Leader for a 12-month fixed-term cover. You will lead a National Customer Contact Centre team, drive service excellence, coach consultants, and manage escalations to deliver a seamless relocation experience for Defence and government clients.

Your role balances leadership, customer outcomes, process improvement, and stakeholder engagement in a fast-paced environment with a hybrid work setup in Brisbane.

Qualifications

• Experience leading teams within a contact centre or customer service environment.
• Strong people leadership capabilities, including coaching and performance management.
• Experience managing customer escalations and delivering outcomes.
• Knowledge of contact centre technologies and workforce performance metrics.
• Advanced communication, stakeholder management and problem-solving skills.
• Must have strong MS Office experience and be an Australian Citizen or PR.

Responsibilities

• 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.

Skills

Team leadership

Coaching

Performance management

Employee development

Customer escalations

Stakeholder management

Problem solving

Microsoft Office

Tools

Microsoft Office

Job description

Toll Group in Brisbane seeks a Customer Service Team Leader for a 12-month fixed-term cover. You will lead a National Customer Contact Centre team, drive service excellence, coach consultants, and manage escalations to deliver a seamless relocation experience for Defence and government clients.

Your role balances leadership, customer outcomes, process improvement, and stakeholder engagement in a fast-paced environment with a hybrid work setup in Brisbane.