Customer Service Team Lead

Interviews are commencing immediately for a Q1 start. We are looking to move quickly for the right candidate.

Our Client
Our client is a global leader in the essential services sector, operating across dozens of countries. They are a massive success story built on reliability and technical expertise. They are currently seeking a motivated Customer Service Team Leader for their Townsville operations. This is a role for someone who has customer service experience but wants to step away from just 'answering phones' and move into a position where they can truly shape team culture and operational standards.

Your Role
Reporting directly to the Regional Business Manager, you will be the operational engine room of the branch. You will lead a team of five, transforming the way they interact with customers and ensuring every touchpoint is an opportunity for growth.

• Lead: Proactively support the team on a day-to-day basis, to achieve clear targets and deliverables.
• Own: Manage staffing, including shift patterns and capacity planning, to ensure service excellence never wavers.
• Build: Drive a culture of proactive service by identifying upselling opportunities and securing new business.
• Manage: Oversee team performance, track call analysis (waiting times/lost rates), and generate performance reports.
• Coach: Deliver thorough inductions, identify training needs, and motivate your staff to reach their full potential.

About You
You are an energetic and organised leader who enjoys the human side of management: Mentoring staff while keeping an eye on the numbers.

Must-haves

• Proven Team Management Skills: At least 2 years of experience leading teams in a fast-paced, KPI-monitored environment.
• Communication Expert: Strong verbal and written skills with the ability to engage with decision-makers.
• Customer Centric: You are a pro at de-escalating difficult customer calls and finding solutions that benefit both the customer and protect the business.
• Tech Proficient: Competent in Microsoft Office and able to master complex CRM systems.

 Nice to haves

• Industry Experience: Experience in service industries like HVAC, facility maintenance, or similar field-service businesses.
• Education: Tertiary qualifications in Business, Administration, or a related discipline.

Rewards & Benefits

• Beyond a competitive base salary and bonus structure, our client provides a comprehensive suite of benefits designed to reward high performance and support your lifestyle:
• Lucrative Referral Program: Earn a $2,000 bonus for every successful new hire you recommend to the business.
• Career Growth: Access ongoing professional development and training within a globally recognised business.
• Salary Sacrificing: Maximise your take-home pay through various tax-effective structures.
• Fitness Passport: Significant savings on gym and pool memberships for you and your family.
• RI Rewards: Access to discounts, vouchers, and cashback at major supermarkets and national retailers.
• Townsville Lifestyle: Based in beautiful North Queensland, enjoy a great lifestyle while growing your career with a global leader.

A quick note from Cath: In your cover letter, please tell us about one time you turned a difficult customer situation into a win. We value real-world grit over perfect resumes!

APPLY NOW!
Don't wait for the closing date. Our client is eager to identify their next leader and will begin interviewing as soon as the right applications land.
If you want to own this role, hit APPLY NOW today or call Cath directly on ************ for a priority conversation. Quote ref# ******/CCTL/CRW.

Take the next step in your leadership career today!

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