Hands-On Customer Service Team Lead – Western Sydney

SMAART Recruitment; Sydney; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Onsite parking

Fully equipped gym onsite

Permanent full-time position

Office events and activities

Career progression opportunities

Job summary

SMAART Recruitment in Western Sydney is seeking a hands-on Customer Service Team Leader to manage a five-person team and deliver exceptional customer experiences. You will coach staff, monitor KPIs and collaborate with sales and operations to resolve escalations.

The role emphasizes process improvements, strong communication and a practical, customer-focused leadership style. Onsite role with a stable, growing company in Western Sydney.

Qualifications

• Experience leading and developing a five-person team.
• Background in technical, manufacturing, wholesale or product-based environment.
• Proven ability to manage escalations and drive improvements.
• Strong communication and coaching skills.
• Experience with CRM/ERP systems, ideally Microsoft Dynamics/Business Central.

Responsibilities

• Lead, coach and develop a team of five customer service professionals.
• Monitor team performance, KPIs and service levels.
• Manage escalated customer enquiries and ensure timely resolution.
• Build strong relationships with customers and internal stakeholders.
• Identify and implement improvements across customer service processes.
• Work closely with sales, operations and other internal teams.
• Support reporting, systems and day-to-day customer service operations.
• Create a positive, accountable and customer-focused team culture.

Skills

Team leadership

Customer service

Coaching

Communication

Problem-solving

Time management

Tools

Microsoft Dynamics/Navision/Business Central

CRM/ERP systems

Job description

SMAART Recruitment in Western Sydney is seeking a hands-on Customer Service Team Leader to manage a five-person team and deliver exceptional customer experiences. You will coach staff, monitor KPIs and collaborate with sales and operations to resolve escalations.

The role emphasizes process improvements, strong communication and a practical, customer-focused leadership style. Onsite role with a stable, growing company in Western Sydney.