Hybrid Customer Service Team Leader – Coach & Inspire

Complete Office Supplies Pty Limited; Sydney; Hybrid; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Flexible hybrid workplace

Annual employee incentive schemes

Employee discounts on full product

Job summary

Complete Office Supplies Pty Limited is seeking a Customer Service Team Lead in Sydney to lead, coach, and develop a high-performing team focused on delivering exceptional service. You will drive performance, train staff, and manage escalations while monitoring KPIs and reporting on progress.

The role requires 3+ years in a fast-paced customer service environment, strong communication skills, and proven leadership. A hybrid work setup and opportunities for development are offered.

Qualifications

• 3+ years in a high-volume customer service leadership role.
• Strong communication, interpersonal and stakeholder engagement skills.
• Proven ability to lead, motivate and drive team performance and change.

Responsibilities

• Lead, coach, and motivate a team of Customer Service Representatives to achieve performance targets.
• Provide ongoing coaching, feedback, and training to enhance customer service skills and outcomes.
• Manage and resolve complex or escalated customer enquiries.
• Monitor daily operations to ensure service levels and KPIs are met.
• Track and analyse team performance metrics including call volume, handling time, and first call resolution.
• Prepare and communicate regular performance reports to the team.
• Conduct one-on-one meetings, probation reviews, and support PDPs.
• Identify training needs and partner with management to implement continuous improvement initiatives.

Skills

Leadership

Coaching

Communication

Stakeholder engagement

Change management

Problem solving

Time management

CRM (Genesys)

Tools

Genesys

Job description

Complete Office Supplies Pty Limited is seeking a Customer Service Team Lead in Sydney to lead, coach, and develop a high-performing team focused on delivering exceptional service. You will drive performance, train staff, and manage escalations while monitoring KPIs and reporting on progress.

The role requires 3+ years in a fast-paced customer service environment, strong communication skills, and proven leadership. A hybrid work setup and opportunities for development are offered.