Customer Service Team Lead

3 days ago

Tweed Shire Council, Australia beBeeLeadership Full time

About the Role:

You'll lead the day-to-day operations of a customer service team, ensuring timely and participant-centred support.

Oversee rostering, workforce planning, KPIs, and team coaching to ensure quality and responsiveness across all calls, appointment bookings, and escalations.

A key driver of team engagement, performance and continuous improvement in a high-impact, high-purpose environment.

Key Responsibilities:

  • Lead and support the team to meet service targets and participant satisfaction goals
  • Manage rosters, scheduling, service levels, and call handling metrics
  • Coach, develop and empower your team with regular feedback and clear development pathways
  • Oversee compliance with relevant systems and frameworks
  • Collaborate across teams to drive excellence, resolve escalations, and implement process improvements

What You'll Bring:

  • Proven experience leading customer service teams in a fast-paced, customer-focused environment
  • Strong leadership, coaching, and performance management skills
  • Confidence with systems, reporting, and service quality monitoring
  • A positive, adaptable mindset and the ability to manage through change and disruption
  • (Desirable) Knowledge of disability services or relevant frameworks

Qualifications & Checks:

  • Relevant tertiary qualifications in business or management (desirable)
  • NDIS Worker Screening Check & Working with Children Check (or willingness to obtain)

Benefits:

  • Paid Parental Leave (9 weeks), and Cultural Leave for eligible employees
  • All technology and equipment provided
  • Access to Fitness Passport - discounted gym and pool memberships for you and your family

Why This Role?

This is an opportunity to lead a high-performing team and contribute to delivering exceptional participant experiences.

If you're ready to bring your leadership vision to life, this could be the perfect role for you.

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