Customer Service Team Leader

**What’s the role?**

Make your mark leading a high-performing team that delivers exceptional customer experiences.

**This is a 12-month contract with a strong possibility of transferring to permanent**

At News Corp Australia, we’re passionate about serving our customers and communities through trusted storytelling and exceptional service. As our Customer Service Team Leader, you’ll play a key role in empowering a team of frontline agents to deliver outstanding support and engagement across our brands

**What you’ll do**

+ Lead and coach a team of Customer Service and Customer Care Representatives to achieve performance and quality targets.

+ Handle escalated and complex customer inquiries, ensuring timely and effective resolution.

+ Monitor team performance, identify trends, and implement process improvements to boost efficiency and satisfaction.

+ Drive customer experience excellence, turning every interaction into an opportunity to add value and enhance product usage.

+ Foster a supportive, inclusive, and high-energy team culture through coaching, development, and engagement initiatives.

+ Partner with leaders across the business to implement new initiatives and continuously improve how we serve our customers.

**Who are you?**

+ Proven experience leading or supervising a customer service team in a fast-paced environment.

+ Strong leadership and motivational skills with the ability to coach and inspire others.

+ Excellent communication and problem-solving skills, calm under pressure and solutions-focused.

+ A results-driven mindset with a passion for delivering outstanding customer experiences.

+ Experience in developing people and supporting change within a team.

+ Solid understanding of customer service operations, tools, and metrics.

+ Ability to manage competing priorities in a fast-paced environment.

**News Benefits**

News Benefits is our way of saying thank you to our people for their valued contribution to News, our audiences, clients and communities. Thanking them for the great things they do daily, for the greater good of Australia. Our benefits include:
+ **Exclusively ours** - Access to publications and products from across the News Corp family

+ **Health & wellbeing** - Advice, support and facilities for healthy minds and bodies (including an onsite gym at our Adelaide, Brisbane & Sydney offices)

+ **Time off** - News offers a range of leave options to support your personal needs and moments that matter in life: Parental leave, Birthday leave, Volunteer leave, Career break and Compassionate leave.

+ **Helping you grow** - Development opportunities (including diversity and inclusion - focused education series) and recognition

+ **Financial wellbeing** - Support on making the most of your money

+ **Perks & discounts** - Exclusive offers across a range of products and services

+ **Giving back** - Make a difference to our communities.

+ **Workplace Inclusion and facilities** - Engage with your passions through various employee-resource groups and accessibility to multi-faith quiet rooms & parents’ rooms

**Who are we?**

We are proud to be Australia’s most impactful media group, we’re even prouder of what we stand for: Together, we inform, advocate and inspire all Australians, for a better Australia.

With over 150 brands across news, sport and lifestyle, backed by a team of more than 5,000 dedicated people across the country, News Corp Australia is trusted by over 17 million Australians a month to provide the information and inspiration they seek across multiple digital, video, audio and print platforms.

Renowned for world-class journalism and marketing services nationally and internationally, we are passionate, creative and dynamic. We offer a fast-paced environment that encourages individuals to take control of their future and challenge themselves in ever-changing fields.

**What’s next?**

**Our Commitment to Diversity, Equity and Inclusion** _We know that diversity strengthens our teams and newsrooms as we seek to tell stories that represent the diverse communities of Australia that we serve. Our people make us unique and we all have a story. We encourage people of all ages, backgrounds, races, cultures, religions, sexual orientations, abilities and gender identities to apply. Inclusion is important to us and we want everyone at News to bring their whole-selves to work. If you require any accommodations or adjustments throughout the recruitment process, or would like to outline which pronouns you prefer, please feel free to let us know._

**Category**:
State & Community Mastheads

We are proud to be Australia’s most impactful media group, we’re even prouder of what we stand for: Together, we inform, advocate and inspire all Australians, for a better Australia.

With over 150 brands across news, sport and lifestyle, backed by a team of more than 5,000 dedicated people across the country, News Corp Australia is trusted by over 17 million Australians a month to provide