Customer Connect Team Leader

1 week ago

Sydney, New South Wales, Australia Smarter Communities Full time $120,000 - $180,000 per year

Call Centre Team Leader – Customer Connect Division

Are you a dynamic leader with a passion for people and performance? Do you thrive in fast-paced environments where customer experience is at the heart of what we do?

We're looking for a motivated and empathetic Team Leader to guide our Customer Connect Team to new heights of excellence.

Your Opportunity to Lead with Impact

Join Smarter Communities, one of Australia's leading community management companies, where your expertise, professionalism and customer service excellence will be valued and appreciated.

As the first touchpoint for our customers, the Customer Connect team is dedicated to overseeing the entire customer experience and offering expert support.

What You'll Be Doing

  • Lead, coach, and motivate the team of Customer Connect Specialists to achieve individual and team goals
  • Take ownership of all onboarding, training and coaching for your team
  • Work with senior management to ensure all operations are aligned with business objectives
  • Ensure the team delivers consistent, high-quality customer service across all channels
  • Handle escalated customer issues and complaints professionally and promptly
  • Manage daily workflow and resource allocation to meet service level targets
  • Monitor call volumes, wait times, handling time using ring central reporting
  • Identify and implement process improvements to enhance efficiency and customer experience
  • Track and report on team performance metrics, trends, and improvement areas

What You'll Bring

  • Proven experience in a call centre or customer service leadership role, ideally within a high-volume environment.
  • Extensive hands-on experience with leading contact centre platforms, including Ring Central or similar systems.
  • Strong understanding and application of customer experience measurement metrics (such as NPS, CSAT, CES, and First Call Resolution) to monitor and enhance service delivery.
  • Ability to implement and optimize reporting tools for real-time and historical analytics; able to translate raw data into actionable insights for both team members and senior management.
  • Strong attention to detail and tie management
  • A collaborative, empathetic mindset and a passion for helping others grow
  • A proactive, solutions-focused approach and a desire to keep learning

Why You'll Love Working Here

  • Hybrid working model with flexibility
  • Ongoing training and career development
  • Wellbeing perks like birthday leave and the option to purchase extra leave
  • A supportive team that wants to see you succeed.

About Smarter Communities

Smarter Communities is one of Australia's largest privately owned community management companies. We manage over $30 billion in property across NSW, QLD, SA, and VIC. Our mission is simple: deliver smart solutions to create better lifestyles for people living and investing in our communities.

What you need to do now

If this role sounds like the right fit for you, click the 'Apply' button now.

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