Healthcare Customer Care Team Lead - Service Excellence

NoxPharm; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Baxter is seeking an experienced Customer Service Team Leader to drive excellence across our ANZ Customer Service operations. You will lead and develop a high-performing team, ensuring exceptional service delivery, and collaborate cross-functionally to enhance the overall customer experience.

You will supervise performance, resolve complex issues, manage workload, and align service strategies with business goals in a dynamic regional operation.

Qualifications

• 3–5 years of experience in customer service, ideally within healthcare/pharmaceuticals or medical devices.
• Proven leadership and team management skills.
• Strong ability to build trusted relationships with customers and stakeholders.
• Proficiency with CRM and ERP systems (e.g., JDE, SAP).
• Experience in service center platforms and metrics (Genesys, Five9, RingCentral, Avaya, etc.).
• Experience in Project management and Lean processing methodology.
• Advanced Microsoft Office skills (Word, Excel, Outlook).

Responsibilities

• Manage daily operations and lead a team of customer service representatives to reach service quality and customer happiness objectives.
• Conduct regular performance reviews, provide mentoring and feedback, and foster a culture of accountability and continuous improvement.
• Handle and resolve advanced or complex customer complaints promptly and professionally.
• Assess workload and adjust prioritisation to meet service level targets.
• Identify and implement initiatives to improve efficiency, service quality, and customer experience.
• Monitor key performance indicators (e.g., schedule adherence, service levels) and provide regular reports and insights to management.
• Assist in developing and managing departmental budgets, ensuring accurate tracking of expenses.
• Partner with cross‑functional teams to align customer service strategies with broader business objectives.

Skills

Leadership

CRM systems

ERP systems

Service center platforms

Lean methodology

MS Office

Fast-paced adaptability

Flexible scheduling

Education

Relevant tertiary qualification or equivalent experience

Tools

JDE

SAP

Genesys

Five9

RingCentral

Avaya

Job description

Baxter is seeking an experienced Customer Service Team Leader to drive excellence across our ANZ Customer Service operations. You will lead and develop a high-performing team, ensuring exceptional service delivery, and collaborate cross-functionally to enhance the overall customer experience.

You will supervise performance, resolve complex issues, manage workload, and align service strategies with business goals in a dynamic regional operation.