National Customer Service Leader: Delivery & Install

Elmo; Australia; Remote; AUD 90,000 - 115,000; Full time

Benefits offered by this job

Attractive remuneration package

Employee Assistance Program (EAP)

Ongoing training and development

Exclusive employee discounts

Join Wesfarmers/Bunnings Group

Dynamic, supportive teams

Job summary

Beaumont Tiles is seeking a National Customer Service Team Leader to guide our Delivery and Installation service team from Derrimut. You will coach a team of 10, create clear priorities, and drive performance using service metrics and KPIs to improve the customer experience nationwide.

You will work with Sales, Warehousing and Installation to resolve enquiries and escalations, building consistent processes and accountable ownership across the operation.

Qualifications

• Experience leading an operational or customer service team.
• Strong coaching and people development capability.
• Experience using KPIs and data to drive performance improvements.
• Structured leadership approach with regular coaching conversations.

Responsibilities

• Lead, coach and develop a national team of 10 in a busy delivery/installation environment.
• Set clear priorities, structure and accountability across the team.
• Monitor KPIs, ageing reports and service metrics to drive improvements.
• Handle escalated customer matters and guide difficult conversations.
• Identify service gaps and implement practical improvements.
• Collaborate with Sales, Warehousing, Planning, Finance and Installation teams.
• Provide updates on performance, risks and customer issues.

Skills

Coaching & development

KPIs & metrics

Stakeholder management

Customer service leadership

Escalations handling

Job description

Beaumont Tiles is seeking a National Customer Service Team Leader to guide our Delivery and Installation service team from Derrimut. You will coach a team of 10, create clear priorities, and drive performance using service metrics and KPIs to improve the customer experience nationwide.

You will work with Sales, Warehousing and Installation to resolve enquiries and escalations, building consistent processes and accountable ownership across the operation.