Customer Service Team Leader

About the Team

Our Customer Service Department is the heartbeat of support for customers, store teams, and franchise partners across the Chemist Warehouse & Sigma Healthcare network Every day brings new challenges and opportunities as we manage enquiries, provide operational and product support, resolve issues, and help deliver the exceptional experience customers expect from Australia's leading retail pharmacy group.

We're a collaborative, fast-moving team that thrives on problem-solving, continuous improvement, and a shared passion for delivering outstanding service. As we continue to grow, strong leadership is essential to maintaining our high standards and supporting our people, and that's where this role comes in.

About the Role

We're looking for an experienced and proactive Customer Service Team Lead to join our high-performing department. Reporting to the Customer Service Manager, you'll oversee the day-to-day operations of the Customer Service team, ensuring exceptional service delivery to our franchise partners, retail customers, and internal stakeholders.

In this role, you will lead, mentor, and develop a diverse team of customer service professionals while driving operational efficiency, process improvement, and a positive team culture. If you're a natural leader who thrives in a fast-paced environment and enjoys building strong relationships, solving complex problems, and guiding others to success, then this is the role for you.

What does a day in the life look like?

As the Customer Service Team Lead, you will be responsible for:

Operational Leadership & Service Delivery

• Oversee daily operations to ensure timely, accurate handling of enquiries
• Manage escalated or complex customer issues and resolve them within agreed timeframes
• Ensure compliance with company policies, procedures, and service standards
• Work closely with logistics, supply chain, IT, and CRM teams to resolve delivery and system-related issues
• Maintain documentation and ensure audit readiness

Team Management & Coaching

• Lead, supervise, and support the Customer Service team in delivering exceptional service
• Provide clear direction on performance expectations and manage KPIs
• Conduct regular one-on-ones, team huddles, and coaching sessions
• Develop and deliver onboarding and ongoing training programs
• Manage roster planning and ensure adequate coverage during peak periods
• Foster a collaborative, accountable, and positive team environment
• Support career development and succession planning initiatives

Process Improvement & Efficiency

• Identify service gaps and recommend system or process enhancements
• Lead continuous improvement initiatives to improve first-contact resolution and reduce handling times
• Work with IT and CRM teams to optimise system functionality
• Act as a key driver of quality and process improvement within the department

What does a day in the life look like - continued:

Reporting & Insights

• Prepare and present weekly and monthly performance reports to the Customer Service Manager
• Analyse customer feedback, operational data, and team performance to identify trends and improvement opportunities
• Provide strategic recommendations for resource planning, service optimisation, and workflow improvements

Building Relationships & Teamwork

• Build strong, reliable relationships with stores, distribution centres, business units, and other internal stakeholders
• Promote teamwork, open communication, and a "can-do" attitude across the department

Workplace Health & Safety

• Ensure the team complies with WHS policies, directives, and reporting requirements
• Take reasonable care for personal and team wellbeing, promoting a safe and healthy work environment

Who are we looking for?

You're a confident and capable leader who thrives on helping teams grow, improving service delivery, and building trusted relationships. You take initiative, stay calm under pressure, and bring a hands-on, solutions-focused approach to a fast-paced environment.

To succeed in this role, you will bring:

Qualifications & Experience

• 3–5 years' experience in a customer service environment, preferably in retail, franchise operations, or high-volume support
• Experience managing or leading a team, including coaching and mentoring
• Certificate IV or Diploma in Business Administration, Customer Engagement or similar (preferred)
• Tertiary qualifications in Business or Management (desirable)
• Proven experience resolving escalations and handling complex customer issues
• Strong knowledge of CRM systems, Microsoft Office, and order management tools
• Understanding of retail operations, franchise structures, and service level agreements

Skills & Attributes

• A coaching leadership style with the ability to transfer knowledge and develop others
• Strong organisational and multitasking capabilities
• Excellent communication and interpersonal skills
• A practical, hands-on approach with a drive to achieve results
• Ability to adapt quickly in a rapidly changing environment
• A collaborative mindset and commitment to continuous improvement

What's in it for you?

• Play a key leadership role within Australia's largest and most recognised pharmacy retail group
• Join a dynamic, supportive, and passionate team environment
• Enjoy opportunities for leadership development and internal career progression
• Access generous staff discounts, wellbeing programs, and employee benefits
• Make a meaningful impact on team performance and the customer experience nationwide

Apply Now

If you're excited by the opportunity to lead a talented customer service team within a fast-growing, people-first organisation - we'd love to hear from you

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