Customer Service Team Leader

2 weeks ago

Sydney, New South Wales, Australia OneStop Full time

Why choose OneStop?
Established in Sydney in 2002, OneStop has grown to support organisations across the globe, connecting people, goods & technology.

Our mission is to deliver seamless, secure, real-time data fuelled connections that power the logistics of delivery.

We strive to modernise the movement of goods and provide supply chain participants with the best on the go IT solutions and services.


At OneStop we:

  • Promote a positive worklife balance, primarily working from home in an ultrahybrid model.
  • Support working from home with a oneoff payment to set up your home office.
  • Offer the flexibility to work from anywhere, for one month per year.
  • Provide ongoing training, development & career opportunities.
  • Are a team of customer centric, agile innovators.
  • Have regular all staff collaboration days.
At OneStop we want you to bring your true self to work. We are energised by our individuality, unique perspectives, and differing experiences.

We believe that all team members should feel valued, respected, and safe irrespective of their sex, marital status or pregnancy, race, age, sexual orientation, gender history, religious or political beliefs, impairment, family responsibility or family status.

We champion a "safe to fail" environment in which we learn from each other, share ideas, and are guided by our OneStop values of:

We Are Purposeful - We Make Things Simple - We Are Inventive - We Achieve Together

The opportunity at OneStop


The Customer Service Team Leader will work closely with the Senior Customer Operations Manager to ensure the highest level of customer service is delivered across all OneStop platforms.

They will support our team of Customer Service Representatives locally and enable them to provide an exceptional 24/7 customer service environment.

They will also work towards exceeding our SLA targets and look for new ways to continuously improve our customer service processes.


As Customer Service Team Lead, you will:

  • Supervise the day-to-day operation of the local customer service team.
  • Analyse, monitor and report on KPIs related to service delivery and customer satisfaction.
  • Assess weekly statistics and identify opportunities to create new metrics, tools, or reporting that support continuous improvement.
  • Liaise with the Product Support, Customer Engagement and Development teams regarding any customer service escalations.
  • Create and maintain effective customer service procedures, systems, policies, and standards.
  • Maintain accurate records and document all customer service activity and discussions from the weekly team meetings.
  • Manage and support key VIP customer tickets and BAU support issues.
  • Manage the team roster to ensure coverage of operations.
  • Coach, motivate and lead the Customer Service team to deliver a high standard of customer service.
  • Make sure the customer is at the heart of everything we do.

What will you bring to the role?

  • 5+ years of demonstrated customer service and IT support experience, preferably in a 24/7 environment.
  • 3+ years of team leader or management experience.
  • Excellent communication skills, both written and verbal; with the ability to engage with stakeholders at all levels internally or externally
  • Strong analytical skills with the ability to collect, organise, analyse, and disseminate significant amounts of information with attention to detail and accuracy.
  • Excellent leadership, decisionmaking, problemsolving and interpersonal skills.
  • Good understanding of management practices and techniques is ideal.
  • Ability to collaboratively engage employees particularly in a remote workforce.
  • Tertiary qualifications in Business Administration or equivalent experience in Customer Service Management.
  • Knowledge of the freight & logistics or supply chain industry is an advantage.
OneStop's office is currently based in Redfern, but we are moving to a fantastic new Sydney CBD office within the next few months


Please note that while OneStop offers a highly flexible working environment, our employees must be based in Sydney or live within a reasonable commuting distance of our Sydney office.


Agencies - Please note that we are recruiting for this position directly and will not be engaging agency partners or accepting resumes.
**What's next?

  • Supermarket Team Leader

    2 weeks ago

    Sydney, New South Wales, Australia Retail Team Leader Opportunities Full time

    Team LeaderWe are a supermarket business that operates in the Western Sydney region and are looking for an experienced and exceptional Team Leader to join our team on a Full-Time basis. The positions reports directly to the Director.We have 4 retail stores around Sydney that specialises in Indian/ Sri Lankan and Asian produce & goods that are enjoyed by all....

  • Team Leader

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -Department of Customer Service Full time

    **Team Leader (Coordinator) Continuous Improvement. Ongoing role. Locations are flexible across NSW with hybrid working.**An exciting opportunity has arisen for a Team Leader (Coordinator) Continuous Improvement to join the Optimisation team Fines and Debt within Revenue NSW.You will lead a team by providing information and advice to assist in strategic...

  • Team Leader Revenue

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -Department of Customer Service Full time

    **Team Leader Revenue Management. Multiple roles. 2 year contract with view to Ongoing. Locations are flexible across NSW with hybrid working. Landing location is Parramatta.**Do you have accounting and reporting experience and are looking to manage a small diverse team?If so, an exciting opportunity has arisen for experienced Team Leaders to join the...

  • Customer Service Team Leader

    2 weeks ago

    Sydney, New South Wales, Australia Charterhouse Full time

    Permanent role:- Sydney CBD location:- Financial Services Sector:- Previous experience as a Team Leader/Manager required:- $80K + Super:- Start date ASAP:- This role will require criminal history checks:- Hybrid workingAbout the role:We are seeking an experienced Customer Service Team Leader for a permanent role in Sydney CBD. As the Team Leader, you will...

  • Customer Service Team Leader

    2 weeks ago

    Sydney, New South Wales, Australia Employ Full time

    Seeking a caring nurturing team leader to grow and develop their team- free gym and pool and hybrid role - inbound customer service - no selling Make a difference, make improvments and have autonomy to implement changesA national provider of home loans and house hold name and market leader is seeking and experienced inbound call centre team leader who has...

  • Customer Service Team Leader

    2 weeks ago

    Sydney, New South Wales, Australia Talent Focus Recruitment Full time

    Call Centre & Customer Service Team Leader Sydney Contract or Temp 7/3/202- Full-time, (temp to perm opportunity.) Western Sydney location. Immediate startTalent focus is currently seeking an experienced Customer Service Team Leader to join a Global manufacturing business that has a great working culture and is local with an Immediate start.As a customer...

  • Customer Service Team Leader

    2 weeks ago

    Sydney, New South Wales, Australia talent focus Full time

    Full-time, (temp to perm opportunity.) Western Sydney location. Immediate startTalent focus is currently seeking an experienced Customer Service Team Leader to join a Global manufacturing business that has a great working culture and is local with an Immediate start.As a customer service Team Leader, you will be responsible for the co-ordination of the...

  • Customer Service Team Leader

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -North & Central Region Full time

    About usNSW TrainLink helps connect customers all over NSW and beyond. Our intercity and regional network of trains and coaches provide valuable links between regional and metropolitan centres across NSW and between neighbouring states and territories.Our services support thriving regional communities and economies by helping people access the things that...

  • Customer Service Team Leader

    2 weeks ago

    Sydney, New South Wales, Australia W.L. Gore & Associates Full time

    About the Role: We are looking for a Customer Service Team Leader to join our Medical Device Sales Operations Team in Belrose, Sydney. In this newly created role you will lead a team of four associates in providing superior customer service to our customers and internal partners.You are dedicated to continuous improvement and experienced in using data to...

  • Customer Service Team Leader

    2 weeks ago

    Sydney, New South Wales, Australia people2people Full time

    Work with a tech organisation that is seeking a Customer Service Team Leader to start immediately, for 3 months, with the option to temp to perm This role is located in Sydney's Inner City, close to public transport.The BusinessThis organisation has built a strong reputation within its niche market, becoming one of the market leaders. Their vision is to...

  • Customer Service Team Leader

    2 weeks ago

    Sydney, New South Wales, Australia Gateway Synergy Recruitment Full time

    Customer service experience required, preferably in the healthcare industry Sydney location, competitive remuneration on offerThe CompanyWould you like to work with a healthcare company which provides real impact in the lives of Australians?Our client is looking for a Customer Service Team Leader for their Sydney location. This role requires someone with...

  • Customer Service Team Leader

    2 weeks ago

    Sydney, New South Wales, Australia BMS Performance Australia Pty Full time

    $80k-$100k + super:- Silverwater Office:- Well-established businessThe CompanyOur client is an iconic Australian bakery ingredients company that has been a key player in the nation's baking industry for decades. With a rich history, this company has consistently delivered high-quality products that have become essential in the creations of bakers & chefs...

  • Customer Service Team Leader

    2 weeks ago

    Sydney, New South Wales, Australia Carma Full time

    Backed by the latest technology and a state of the art automotive reconditioning facility, Carma makes buying pre-loved cars a seamless, hassle free experience. From our reconditioning standards, through to delivery and customer support, our customers are really at the heart of everything we do.About the Role;Come on board to lead and grow our Customer...

  • Customer Service Team Leader

    2 weeks ago

    Sydney, New South Wales, Australia West Recruitment Full time

    Permanent Opportunity- Sophisticated and Respected Company- $75,000 + Super + Loading and PenaltiesAbout your new employerOur client has formed a superior reputation within their Industry, commencing over 100 years ago and offer the highest quality of Chauffeur services across Australia.About your new jobReporting to the Head of Service you will be a part of...

  • Customer Service Team Leader

    2 weeks ago

    Sydney, New South Wales, Australia HILTI Full time

    WHAT'S THE ROLE?We are seeking an exceptional Customer Service Team Leader to join our warm and friendly customer service team in the Rhodes Corporate Park. You will be responsible for achieving goals in the development of customers through telephone sales and developing the customer service team.WHO IS HILTI?Hilti is where innovation is improving...

  • Customer Service Team Leader

    2 weeks ago

    Sydney, New South Wales, Australia Momentum Consulting Group Full time

    About usOur client is looking for a new Customer Service Team Leader to join their already successful team, they are undergoing a strategic transformation to establish this segment as an independent entity. The new company aims to leverage its extensive experience in acute therapies to provide top-tier care to its patients. This move not only reinforces the...

  • Customer Service Team Leader

    2 weeks ago

    Sydney, New South Wales, Australia Xe Full time

    At Xe, we live currencies. We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API and quick, easy, secure Money Transfers for individuals and businesses. We leverage technology to deliver these services through our website, mobile app and by phone. Last year, we helped over 300...

  • Warehouse Team Leader

    2 weeks ago

    Sydney, New South Wales, Australia Universal Business Team Full time

    The CompanyTechware is a reputable family business who renowned for their innovative and trusted range of safety equipment across Australia. Their extensive range of products are widely recognised as ground-breaking, comprehensive and of the highest quality. Their collaborative close-knit team of customer service expert's are dedicated to delivering...

  • Customer Service and Support Team Leader

    2 weeks ago

    Sydney, New South Wales, Australia Telstra Full time

    Employment TypePermanentClosing Date10 June :59pmJob TitleCustomer Service and Support Team LeaderJob SummaryJob DescriptionAn excellent opportunity has become available for a highly motivated and passionate Customer Service and Support Team Leader to join the Triple Zero Team.The opportunity:This is an overnight role based onsite in Sydney. Your role is to...

  • Customer Services Team Leader Hygiene

    2 weeks ago

    Sydney, New South Wales, Australia Reckitt Full time

    At Reckitt, we're driven by our fight to make access to the highest quality hygiene, wellness and nourishment a right, not a privilege.As a Customer Service Team Leader..you will supervise the day-to-day processing of orders, whilst understanding customer and warehouse requirements. You will act as the point of escalation for the Customer service team, this...