Experienced Customer Service Team Leader Wanted

5 days ago

Brisbane, Queensland, Australia beBeeLeader Full time $110,000 - $130,000

Overview

The Client Services Manager oversees the daily operations of support teams, ensuring delivery of exceptional service to clients. Key responsibilities include leading, coaching, and driving teams to meet performance indicators through training, process improvements, and skill enhancement.

Responsibilities

  • Lead, coach, and drive support teams to deliver exceptional service and meet performance indicators;
  • Manage staffing levels and ensure high knowledge within the team;
  • Communicate job expectations, provide feedback, and address underperformance;
  • Identify and drive continuous improvement opportunities in the support experience;
  • Act as change leader, ensuring operational readiness and capability uplift;
  • Collaborate with stakeholders to adapt the support model and align with client experience strategy;
  • Produce regular reports on key metrics and monitor support tickets across departments;
  • Assist in providing technical training to support teams and demonstrate excellent problem-solving skills.

Requirements

A customer-focused leader, you will have previous experience leading high-performing teams in a contact centre environment. You must be comfortable managing change and underperformance, and enjoy a fast-paced environment dedicated to quality customer interactions delivered by knowledgeable teams.

Skills

Key areas of responsibility:

  • Leadership and team management;
  • Change management and continuous improvement;
  • Communication and stakeholder engagement;
  • Technical skills and problem-solving;
  • Customer focus and service delivery.

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