Customer Service Representative Team Leader

About Us

At Clanwilliam ANZ, we empower healthcare providers to deliver exceptional care through innovative, reliable, and secure software solutions. With a strong presence across Australia and New Zealand, we support clients operating in diverse healthcare settings, from GP practices and specialist clinics to hospitals, laboratories, allied health, insurers, and community-based organisations. We are driven by purpose and grounded in care. We believe deeply in the work we do and in the impact we have. Our commitment to our customers, partners, communities, and each other is reflected in every interaction, every product, and every partnership.

We are currently looking for a Customer Service Team Leader to join our Sydney team. This full-time, permanent role will see you lead and support the Customer Service and Admin teams, driving service excellence, supporting escalations, and helping deliver a best-in-class customer experience. The role also includes a key component of office management, supporting the Managing Director to ensure smooth daily operations of our Sydney office.

What You'll Be Doing

As a Customer Service Team Leader, you'll provide leadership, guidance, and escalation support to ensure consistent service delivery. You'll also play a critical role in customer relationship management and office coordination.

Key responsibilities include:

• Leading, mentoring, and coaching team members to achieve service and performance targets.
• Managing escalated customer complaints and ensuring timely resolution.
• Supporting the development and implementation of the Customer Experience strategy.
• Building strong relationships with customers, insurers, and healthcare partners.
• Coordinating with Sales, Delivery, Product and Technology teams to deliver seamless service.
• Reporting on team performance and identifying process improvements.
• Supporting the Sydney Managing Director with office management tasks.
• Acting as first point of contact for office-related issues and ensuring smooth operations.

What We're Looking For

You're a people-focused leader who thrives on building strong teams and creating excellent customer experiences. You're confident in handling escalations, proactive in driving improvements, and comfortable balancing customer service leadership with office management responsibilities.  You have the ability to grasp business priorities while being happy to roll up your sleeves and help with getting work done.

You will bring:

• Hands-on knowledge and experience in a CSR/customer service role.
• Proven leadership and people management experience.
• Strong relationship management and communication skills.
• Excellent customer service ethic with problem-solving ability.
• Strong MS Office skills and ability to manage multiple priorities.

Desirable but not essential:

• Tertiary qualification in management, leadership, or a related field.
• Familiarity with medical and health sector terminology.
• Experience within insurance or life insurance industries.
• Experience working in a medical practice

What We Offer

At Clanwilliam ANZ, we're proud of the people-focused culture we've built. When you join us, you'll benefit from:

• A flexible, hybrid working environment.
• A supportive and inclusive team culture.
• Ongoing professional development opportunities.
• Paid birthday leave.
• The opportunity to make a meaningful impact in the healthcare technology space.

How to Apply

If this opportunity sounds like the right fit for you, don't wait; we are reviewing applications and interviewing as they are received. Submit your CV along with a brief cover letter telling us why you're the ideal person for this role. Take the next step in your career and apply online today to join the team at Clanwilliam ANZ.