Customer Service Team Leader

About Sigma Healthcare

At Sigma Healthcare, we're more than a leading full-line pharmacy wholesale and distribution business — we're the backbone of Australia's pharmacy network. With over 1,200 branded and independent stores, we proudly support some of the country's most recognised pharmacy brands, including Amcal, Chemist Warehouse, and Discount Drug Stores.

We play a vital role in ensuring communities across Australia have access to quality health and wellness products. Our people are the heart of our business. We attract, develop, and retain talented individuals who share our passion for excellence and customer care. Guided by our values — customer obsession, integrity, resilience, and results — we deliver exceptional outcomes for our customers, suppliers, and partners every day.

About the Team

Our Customer Service Department supports a diverse portfolio of clients including consumers, retail pharmacy chains, and independent stores. Through multi-channel communication, we handle inbound and outbound enquiries, issue resolution, order management, and credit inquiries. Our team is committed to providing prompt, professional, and high-quality service — ensuring every customer experience reflects the Sigma standard.

About the Role

We are seeking an experienced and motivated Customer Service Team Leader to lead and empower our dedicated Customer Service team within the Wholesale Sales department.

This role is pivotal in driving operational excellence, enhancing customer satisfaction, and fostering a high-performance, customer-centric culture. You'll be responsible for leading a team in a dynamic contact centre environment, ensuring KPIs are met, performance is optimised, and continuous improvement initiatives are delivered.

A Day in the Life

• Oversee day-to-day operations of the Customer Service call centre, ensuring efficiency and service excellence
• Provide timely, high-quality customer support with a focus on first-time resolution and quality assurance
• Lead, coach, and mentor team members to achieve individual and team goals
• Communicate updates on products, promotions, policies, and procedures effectively
• Manage and report on KPIs for phone and data entry operators
• Drive continuous improvement initiatives across systems, processes, and customer experience
• Collaborate with cross-functional teams and key stakeholders to enhance operational performance
• Ensure compliance with all health, safety, and quality standards

Who we're looking for

You are a confident, people-focused leader with a passion for developing talent and delivering outstanding customer service. You thrive in fast-paced environments and bring a structured, data-driven approach to decision-making and performance management.

To succeed in this role, you will have:

• Minimum 4 years' experience as a Team Leader in a contact centre environment, leading high-volume and multi-queue teams
• Proven success in coaching and capability uplift, with a deep understanding of coaching methodology
• Strong operational judgment and ability to make balanced, data-driven decisions in real time
• Demonstrated experience managing underperformance proactively and fairly
• Hands-on experience using Genesys (Cloud preferred) for reporting and real-time management
• Familiarity with Workforce Management (WFM) systems for forecasting, scheduling, and intraday adjustments
• Experience onboarding and training new starters efficiently while maintaining quality
• Confident stakeholder engagement across Operations, HR, IT, and WFM functions
• Proven ability to lead teams through change with resilience, clarity, and engagement
• Experience managing hybrid or flexible teams (onsite and remote)
• Strong escalation and de-escalation capability with a customer recovery mindset
• Excellent documentation of coaching notes, development plans, and performance records
• High emotional intelligence, resilience, and the ability to support teams under pressure
• Relevant qualifications in leadership, training, or coaching are highly desirable

What's in it for you

• Be part of a business that makes a real difference to community health
• Work in a supportive, values-driven culture that invests in people and innovation
• Enjoy opportunities for professional growth and career progression
• Access employee benefits including discounts, wellbeing initiatives, and hybrid work arrangements (where applicable)

Apply Now

Ready to make your mark in an organisation that's shaping the future of Australian healthcare?

Apply now to join Sigma Healthcare as our next Customer Service Team Leader