Customer Service Team Leader

2 weeks ago

Brisbane, Queensland, Australia At Full time

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Are you passionate about coaching others and delivering service that makes a difference? At Go Insurance, we don't just provide travel insurance — we empower customers to feel confident at every step of their journey.
As our Customer Service Team Leader, you'll play a hands-on role in guiding a people-first team that puts empathy, responsiveness, and accuracy at the heart of every customer interaction. If you're ready to lead with heart and uplift those around you, this could be your next career move
About the Role
You'll lead and support our frontline Customer Service Officers — ensuring they have the clarity, coaching, and confidence to deliver great service every day. Your day will include:
Running daily stand-ups and keeping the team engaged and focused.
Coaching and mentoring Officers to build skills and confidence.
Managing real-time performance across phone, email, and chat channels.
Acting as the first point of contact for escalations and tricky service moments.
Monitoring quality, compliance, and service outcomes.
Partnering with specialists and leaders to keep improving how we serve customers.
Living our values in every interaction: YouMeWe | Be Your Own Hero | Bespokability | Our Footprints
What We're Looking For
We're after a people-first leader who thrives on empowering others to succeed. You'll bring:
Experience leading or coaching customer service/contact centre teams.
A supportive leadership style that gets the best out of others.
Comfort with SLAs, rostering, and multi-channel service.
Strong communication skills and calm, solution-focused thinking.
Bonus points for knowledge of travel insurance or financial services.
Not 100% sure you tick every box?
If you're excited about this role but your experience doesn't perfectly align, we'd still love to hear from you. We value diverse perspectives and believe great team members come from a variety of backgrounds.
What You'll Get from Us
Monthly celebrations and quarterly team events
GoTo Awards – our recognition program that celebrates awesome teammates
Access to our Wellbeing Portal – help and support when you need it
Branded Go gear so you can rep your team with pride
A culture of respect, teamwork and inclusion
100% Office-based in Brendale with supportive leadership and team vibe
Unlock job insights
Salary match
Number of applicants
Skills match
Your application will include the following questions:
Do you have the right to work in Australia?
What is your expected base salary?
Are you willing to undergo a Police Check for employment?
Why Go Insurance?
What made you think, 'I'd love to be part of this team'?
What can I earn as a Customer Service Team Leader
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