Senior Customer Service Lead — Mentoring & Escalations

Lpe Management Pty; Maroochydore; On-site; AUD 70,000 - 100,000; Full time

Job summary

Locality Planning Energy (LPE) is seeking a Senior Customer Service Officer based in our Maroochydore office on the Sunshine Coast. You will act as a key escalation point, supporting both customers and teammates to achieve high-quality service outcomes.

You will manage complex enquiries, coach staff, assist with process improvements and ensure KPIs are met. This role suits someone who enjoys mentoring, taking initiative, and contributing to a high-performing team.

Qualifications

• Experience in a senior customer service or team-support role.
• Strong problem-solving and conflict-resolution abilities.
• Ability to mentor and support team members.
• Experience using CRM systems and Microsoft Office.
• Energy, utilities or contact centre experience is advantageous.

Responsibilities

• Provide exceptional customer service across phone, email and digital channels.
• Manage escalated customer enquiries and resolve complaints with empathy.
• Coach and support Customer Service Officers within the team.
• Assist with onboarding and training of new team members.
• Monitor service standards and drive continuous improvement initiatives.
• Maintain accurate customer records and documentation.
• Collaborate with internal departments to resolve issues efficiently.

Skills

Customer service

Coaching

CRM systems

Microsoft Office

Communication

Tools

CRM systems

Microsoft Office Suite

Job description

Locality Planning Energy (LPE) is seeking a Senior Customer Service Officer based in our Maroochydore office on the Sunshine Coast. You will act as a key escalation point, supporting both customers and teammates to achieve high-quality service outcomes.

You will manage complex enquiries, coach staff, assist with process improvements and ensure KPIs are met. This role suits someone who enjoys mentoring, taking initiative, and contributing to a high-performing team.