National Customer Service Team Leader

Beaumonts; Melbourne; On-site; AUD 90,000 - 130,000; Full time

Job summary

Beaumont Tiles is seeking an experienced National Customer Service Team Leader to lead our Delivery and Installation customer service team based in Derrimut. You will coach a team of 10, establish clear structure and accountability, and use metrics to drive performance across a national operation.

You will focus on improving customer outcomes, handling escalations, and partnering with Sales, Warehousing and Installation to deliver consistent service excellence.

Qualifications

• Experience leading an operational or customer service team.
• Strong coaching and people development capability.
• Experience using KPIs and service metrics to drive performance.
• Ability to coach underperformance and build capability.
• Structured leadership approach with regular one-on-ones and development activities.

Responsibilities

• Lead, coach and develop a national team of 10.
• Set clear structure, priorities and accountability across the team.
• Monitor KPIs, ageing reports and customer service metrics.
• Manage escalated customer matters and difficult conversations.
• Identify service gaps and implement improvements.
• Build consistent processes and ways of working.
• Improve team productivity, responsiveness and service outcomes.
• Partner with Sales, Warehousing, Planning, Finance and Installation teams.
• Provide updates on performance, risks and customer issues.
• Build accountability while enabling ownership across the team.

Skills

People leadership

Coaching

KPIs metrics

Stakeholder management

Customer service

Escalation handling

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

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.

If you're passionate about building high-performing teams and delivering exceptional customer outcomes, we'd love to hear from you.