Specialist Care Team Leader

Do you have a passion for leading people and transforming customer experience?

Are you an inspiring leader who can motivate a high-performing team, drive strong operational outcomes, and create a culture where people thrive?

Randstad is seeking a Specialist Care Team Leader to join a dynamic national client in Melbourne Docklands. As a key leader within the customer care function, dealing with vulnerable customers, you'll lead a team of consultants in shaping culture, driving performance, and delivering exceptional customer outcomes.

As part of the specialist care team, you'll lead a team of consultants, shaping its culture and driving performance outcomes. Each team works collaboratively to support vulnerable customers end-to-end.

With a collaborative, open environment and multiple communication channels including voice and messaging, your team works together seamlessly to deliver unique, high-quality customer solutions.

Skills and Experience Required

• Proven leadership experience within customer care, contact centre or service environments.
• Demonstrated ability to lead and develop people, including coaching, capability building, performance management and engagement.
• Provide direct support and foster wellbeing within your team.
• Experience managing complex operations and balancing people, customer, commercial and strategic priorities.
• Strong communication and relationship-building skills with the ability to influence across multiple business areas.
• Comfortable analysing performance dashboards to identify trends, root causes and improvement actions.
• Resilience, adaptability and confidence leading through change.
• A collaborative, empowering leadership style that inspires trust and cultivates a positive team culture.

Location and Roster

This is a full-time, office-based position located in Docklands, Melbourne.

The role operates on a 7-day rotating roster, Monday to Sunday, across:

• 8am - 4pm
• 10am - 6pm
• 12pm - 8pm
• Evening Shift: 3pm - 11pm
• Night Shift: 11pm - 7am

Key Responsibilities

As a Specialist Care Team Leader, you will be responsible for the overall leadership, performance and success of your team. This includes:

Leadership & Culture

• Lead, inspire and develop consultants to deliver consistently high customer outcomes.
• Build and embed a strong team culture.
• Drive rituals, collaboration and universal skill development across the team.
• Champion a customer-centric mindset and model the company's values and behaviours.

Performance & Operations

• Monitor performance dashboards, identify root causes, and lead improvement initiatives.
• Oversee daily operations, ensuring consistent quality, compliance and service standards.
• Ensure effective management of high-risk interactions and support adherence to financial services and debt-related processes.

Commercial & Strategic Ownership

• Contribute to strategic planning, service transformation initiatives and broader customer care programs.
• Drive sales effectiveness and performance, supporting the team to meet growth and conversion targets.

Stakeholder Engagement

• Build strong relationships with internal and external partners, vendors and cross-functional teams.
• Influence stakeholders to align with team needs, customer outcomes and care strategy.
• Communicate performance trends, insights and actions to key business stakeholders.

People Development & Recruitment

• Recruit, onboard and retain top talent.
• Ensure robust coaching frameworks, 1:1s, capability planning and development pathways are in place.
• Maintain a strong focus on team wellbeing, OH&S and a safe, supportive environment.

What We Offer

• Base Salary: $126, % on-target Annual Incentive + 12% Super
• Comprehensive leadership training and ongoing development
• A chance to be part of an innovative, future-focused customer care model
• A diverse, supportive and people-first workplace

Ready to take the next step in your leadership career? Apply today

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from all backgrounds.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.