Customer Service Team Leader

2 days ago

VIC Melbourne CBD amp Surrounds, Australia Mikaela Zevenbergen Full time

We are seeking a highly experienced Customer Service Team Leader to head up a vital contact centre operation. This is an exciting opportunity to lead a motivated team, drive operational excellence, and make a significant impact on service delivery within a busy environment.
Your main responsibility will be fostering a high-performing culture while ensuring the team consistently meets and exceeds key performance indicators (KPIs).
Key Responsibilities
Team Leadership & Development


Lead, motivate, and coach a team of customer service professionals to drive strong results and maintain a positive, productive team culture.


Conduct regular side-by-side coaching, mentoring, and training to develop capability across various skill levels.


Set clear performance expectations, provide constructive feedback, and hold team members accountable to service quality and efficiency goals.


Manage team scheduling and resource allocation to ensure optimal service level coverage.


Operational Excellence


Oversee daily team operations across voice, email, and digital channels, including handling orders and customer enquiries.


Manage and resolve complex or escalated customer issues, professionally navigating difficult conversations with customers and internal stakeholders.


Monitor and interpret contact centre metrics and translate data insights into implementable team plans.


Proactively analyse performance reports to identify trends, performance gaps, and opportunities for process improvement.


Skills and Experience Required


A minimum of 5 years' experience in Customer Service within a high-volume Contact Centre environment.


Demonstrated success in building and leading high-performing teams, fostering accountability and integrity.


Proven expertise in managing service levels, performance metrics, and KPI-driven objectives.


Exceptional communication and interpersonal skills with the proven ability to build trust and manage stakeholders effectively (upwards and downwards).


A customer-first mindset combined with a highly organised, adaptable, and proactive approach to managing competing priorities.


Next Steps
Successful applicants must have full Australian working rights and be willing to undergo and pass a pre-employment medical and police check.
If you are a solutions-focused leader ready for your next role, apply now by submitting your resume and cover letter

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

Please click here to apply.

  • Customer Service Team Leader

    3 days ago

    Melbourne, Australia Opteon Full time

    About us: Opteon is an international provider of valuations, advisory and specialist property services in the Australian and New Zealand market. Recognised as the largest valuation professional services firm in these regions, we deliver meaningful solutions for our clients across all property types and market sectors. We are experiencing an exciting period...

  • customer service team leader

    4 weeks ago

    melbourne, Australia Randstad Full time

    We are seeking a highly experienced Customer Service Team Leader to head up a vital contact centre operation. This is an exciting opportunity to lead a motivated team, drive operational excellence, and make a significant impact on service delivery within a busy environment.Your main responsibility will be fostering a high-performing culture while ensuring...

  • Customer Service Team Leader

    3 days ago

    Melbourne, Victoria, Australia Echt Apparel Full time $90,000 - $120,000 per year

    The RoleEcht Groupis seeking a proactive and motivated Customer Service Team Leader to join our growing team. This role is ideal for an experienced customer service professional who is ready to step into a leadership position. You will be responsible for managing all online customer service inquiries (emails, live chat, social inboxes) across our two...

  • Customer Service Team Leader

    3 days ago

    Melbourne, Australia Pact Packaging Full time

    **Job Description**: Our Pact Packaging division is pioneering a whole of product life cycle approach to sustainable packaging. Partnering with global brands to local producers, we integrate supply chain efficiencies and sustainable practices into everything we design and manufacture. **About this opportunity** We specialise in the manufacture and supply...

  • Customer Service Team Leader

    1 week ago

    Melbourne Northern Suburbs, Australia Page Personnel Full time

    Epping Location - Excellent Co-Leadership Role **About Our Client**: Our client is a well-known and high-profile agricultural business, who specialise in working with local and interstate farmers to provide the best services, outcomes, and realistic advice in order for their business to successfully achieve growth in both the short and long term. Being in...

  • Customer Service Team Leader

    5 days ago

    Melbourne, Australia NHP Full time

    Supportive & collaborative team! - Attractive salary package & benefits! Flexibility! Onsite parking! - Great company culture! **Wh** **o We Are**: - NHP are specialists in Electrical & Automation Products, Systems & Solutions - 100% Australian owned (Over 50 years of Electrical & Engineering excellence!) - Local choice with the power of global partners -...

  • Customer Service Team Leader

    2 weeks ago

    Melbourne, Victoria, Australia Healius Ltd Full time $90,000 - $120,000 per year

    Job Reference: 14659Why You Will Be Excited About This RoleGenomic Diagnostics was the first national genomic testing service to be established in Australia, created to provide consistent clinical oversight, quality, and access to expertise across the country. Genomics is at the forefront of technology, revolutionising biology and healthcare.Genomic...

  • Customer Service Representative

    6 days ago

    Melbourne, Victoria, Australia Team Global Express Full time $60,000 - $90,000 per year

    Fixed -Term Contract - 1 Year | Monday to Friday | Altona North, VIC Join an industry leader transforming logistics across Australia About the Role Team Global Express is seeking a passionate and reliable Customer Service Representative to join our dedicated team in Altona North on 1-year fixed term contract. This is a fantastic opportunity for someone...

  • Client Services Team Leader

    1 week ago

    Adelaide CBD, Australia Rapid Global Full time

    **Are you keen to join an innovative, market-leading software company?** **Unique **opportunity** for an experienced Team Leader to join** **Rapid Global's high performing Client Services team!** **About Rapid** Leading global companies continue to choose Rapid Global to support/manage their compliance, safety and risk management processes with their...

  • Team Leader

    1 week ago

    Adelaide CBD, Australia Allianz Australia Full time

    Allianz, we care for all the things that make you, you. For feeling like you belong. For a place where learning never stops. For growing new skills and opening up exciting possibilities. For your curiosity to thrive and help transform an industry. And when life twists, there’s flexibility for balance and the support you need. We know that flexible work...