Contact Centre Lead

2 days ago

Burleigh Heads, Queensland, Australia Johns Lyng Group Full time

Call Centre & Customer Service Team Leader QLD Regional - Burleigh Heads Permanent / Full Time

16/12/2025

  • Stability and job security with an established and respected organisation.
  • Support and guidance from experienced manager
  • Supportive, social and collaborative team

The Company:

Our client, a well-established national construction company has an enviable history of delivering effective and efficient insurance building solutions. The company's success is built on its people; Innovation is at the at the heart of improving performance, and creating a values driven culture. Offering an environment where people grow professional hold themselves accountable and deliver with impact.

To facilitate the delivery of highest level of service we are seeking an experienced contact centre manager with a demonstrated ability to operate within a dynamic, fast paced and KPI driven role.

Our contact centre lead will be responsible for:

  • Managing the customer experience throughout their journey through our support programs, including proactively developing and improving processes to ensure we provide best practice customer service.
  • Leading a team of 45+ staff, including daily task allocation, feedback, rosters, training requirements, operational feedback, probation meetings and reviews when required.
  • Managing complex case management issues, complaints, vulnerable customers and prioritisations.
  • Managing both an office-based contact centre team and a remote case management team providing support for disaster-affected residents.
  • Training and ongoing development of team to maximise performance, as well as development of training materials and operating manuals.
  • Assist teams to manage the customer experience throughout their journey through our support programs; while proactively developing and improving processes to ensure we provide best practice customer service.
  • Update company internal systems and client systems as required and in line with KPI targets including job status and actions taken.
  • Regular progress and performance reporting to senior management and clients.
  • Participate in auditing and compliance checks of active jobs and internal systems to ensure information is correct and up to date and we are meeting lifecycle KPI's.

Required Skills The successful candidate will have:

  • 3+ years' experience leading high-performing contact centre or case management teams.
  • Demonstrated experience in developing and improving team structures and workflows.
  • Strong communication skills.
  • Experience in managing vulnerable customers and sensitive escalations.
  • Contact/case management experience with insurance, banking or other high-performing industries is not essential but highly desirable.

We are looking for candidates that can demonstrate the following values:

  • Proactivity and initiative
  • Solutions-focused
  • Flexibility and adaptability
  • Reliability, ownership and accountability
  • Dedication to continual development

We are a company of integrity and diversity.

Please note: The successful candidate must have the right to work in Australia and be prepared to undergo a criminal background check where required.

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