National Customer Service Team Leader

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

Build Capability. Drive Performance. Deliver Exceptional Customer Outcomes.

• Lead a national customer service team in a fast-paced environment
• Use KPIs and service metrics to drive performance improvements
• Collaborate across Sales, Warehousing and Installation teams

ABOUT US…

Beaumont Tiles is Australia’s leading retailer in tiles, hard flooring, and bathroomware, with over 110 stores nationwide. As an innovative market leader, we source the latest trends and products from around the globe to inspire dream spaces for homes and businesses. Our network of company-owned and franchised stores proudly services trade professionals, home builders, renovators, and the commercial sector. Backed by the Wesfarmers/Bunnings Group, we’re committed to growth, quality, and exceptional customer experiences.

At Beaumont Tiles, we believe success starts with people. We foster a culture of belonging, inclusivity, and respect, reflecting the diversity of the communities we serve. We value individuality and encourage our team members to explore their passions, develop their skills, and achieve their full potential in a supportive environment.

WHY JOIN US?

• Be part of a company creating dream spaces for customers
• Attractive remuneration package
• Employee Assistance Program (EAP)
• Ongoing training and development opportunities
• Exclusive employee discounts
• Join the tile industry leader within the Wesfarmers/Bunnings Group
• Dynamic, supportive, and successful teams

Job Description

Beaumont Tiles is looking for an experienced National Customer Service Team Leader to lead our Delivery and Installation customer service team based in Derrimut.

Managing a team of 10, you will bring clarity, consistency and strong leadership to a busy national operation.

This is a hands‑on leadership role for someone who enjoys coaching people, improving performance and bringing teams together around shared customer and business outcomes.

The Role

As the National Customer Service Team Leader, you will be responsible for the day‑to‑day leadership and performance of the team, ensuring customer enquiries, delivery and installation matters, and escalations are managed effectively.

You will create clear expectations, use service metrics to guide performance and work closely with teams across the business to improve the overall customer experience.

Your key responsibilities will include:

• Leading, coaching and developing a national team of 10
• Creating clear structure, priorities and accountability across the team
• Monitoring KPIs, ageing reports and customer service metrics
• Managing escalated customer matters and supporting difficult conversations
• Identifying service gaps and implementing practical improvements
• Building consistent processes and ways of working
• Improving team productivity, responsiveness and service outcomes
• Partnering with Sales, Warehousing, Planning, Finance and Installation teams
• Providing clear updates on performance, risks and customer issues
• Building accountability while allowing team members to take ownership

Desired Skills and Experience

About You

You are a confident and approachable leader who can balance people, performance and customer outcomes. You know how to set expectations, have constructive conversations and support your team without micromanaging them.

Most importantly, you are passionate about developing people, building capability and empowering your team to succeed.

To be successful in this role, you will bring:

• Proven experience leading an operational or customer service team
• Strong coaching and people development capability, including supporting underperforming team members to achieve improved results
• Experience improving team performance using KPIs, service metrics and operational data
• The ability to coach underperformance and build capability through clear development plans
• A strong sense of accountability and ownership, focusing on solutions rather than blame
• A structured leadership approach, including regular one‑on‑ones, coaching conversations and team development activities
• Confidence handling escalations and challenging customer situations
• Strong stakeholder management skills across operational teams
• A demonstrated ability to improve service, processes or productivity
• Excellent communication, organisation and problem‑solving skills
• A practical, calm and accountable leadership style

Why Join Beaumont Tiles?

This is an opportunity to make a genuine impact on the way our customers experience delivery and installation services across the country.

You'll have the opportunity to develop team capability, improve national processes and work alongside a broad range of operational stakeholders in a well‑established Australian business.

We're looking for a leader who develops capability, uses data to drive performance, and fosters accountability through coaching and development.