Customer Service Team Leader

**Customer Service Team Leader**:

- Lead, inspire, and elevate the customer experience at O'Shea Plumbing._

**Location**: Melbourne, VIC
**Employment Type**: Full-time
**Reports to**: General Manager

**About Us**

At O'Shea Plumbing, we've been proudly serving Melbourne since 1978. We're a family-owned business built on reliability, trust, and top-tier service. As we continue to grow, we're looking for a passionate and driven **Customer Service Team Leader** to take our customer experience to the next level.

**About the Role**

This is more than just a leadership position—it's a chance to shape how we serve our community. You'll lead our dynamic Customer Service and Dispatch team, drive daily performance, refine systems and workflows, and support the people who keep the front line running smoothly.

We're looking for a confident communicator, a natural motivator, and a detail-oriented operator who thrives in a fast-paced environment. If you're passionate about people, performance, and process, this one's for you.

**Key Responsibilities** Team Leadership & Development
- Run daily huddles to energise, align, and inspire the team.
- Provide ongoing coaching and 1:1 development plans.
- Lead monthly performance and strategy meetings.
- Create a culture of recognition, collaboration, and accountability.
- Keep training materials, scripts, and resources up to date and relevant.

Customer Service Excellence
- Audit service performance and provide actionable feedback.
- Resolve escalated complaints and complex customer queries.
- Oversee online reviews and customer feedback responses.
- Drive continual improvement in customer satisfaction metrics.

Performance & KPI Management
- Monitor and report on call handling, conversion rates, and communication timelines.
- Analyse data to identify trends, gaps, and training opportunities.
- Implement strategies to meet and exceed team targets.

Process & System Oversight
- Ensure accurate data entry in **ServiceTitan**.
- Manage compliance certificates, unsent invoices, and job follow-ups.
- Improve workflows for inbound and outbound communication.

Scheduling & Dispatch Support
- Collaborate with the Dispatch team to allocate jobs efficiently.
- Assist in balancing technician workloads based on skills and availability.
- Ensure field staff are kept informed of changes and customer needs.

Outbound Engagement & Marketing Support
- Manage outbound service reminders, promotions, and follow-ups.
- Ensure newsletter offerings and promotional tracking are well documented.
- Support the Marketing Manager with customer insights and campaign execution.

Reporting & Continuous Improvement
- Prepare clear, concise performance and service reports.
- Recommend and implement improvements to systems and service touchpoints.
- Help shape and refine customer service policies and procedures.

Team Culture & Business Support
- Recognise and celebrate team wins.
- Support business-wide initiatives and administration as needed.
- Promote the "Office Superstar" program and other internal engagement strategies.

**What We're Looking For**
- Proven experience in a similar team leadership role (ideally in trades or service-based businesses).
- Strong interpersonal, coaching, and communication skills.
- Proficiency in CRM or field management systems (ServiceTitan experience highly regarded).
- A proactive, solutions-focused mindset with high attention to detail.
- A natural team player who enjoys motivating others and leading by example.

**What You'll Get**
- A full-time leadership role in a well-established, values-driven business.
- A supportive and collaborative team environment.
- Career growth opportunities within a company that invests in its people.
- A chance to make a tangible difference in how we serve our customers and grow our team.

Schedule:

- 8 hour shift

Work Authorisation:

- Australia (required)

Work Location: In person