Hiring Manager: Shweta Mago
Recruiter: Aislinn Roche

ABOUT THE ROLE

The Customer Service Team Leader is responsible for managing daily operations and leading a team to deliver high-quality customer service. Key duties include workflow management, team motivation, task delegation, training, and problem-solving. The role also supports the Customer Service Manager with process improvements, recruitment, coaching, and team engagement. 

This role is based at our Sydney Office and will report directly to Customer Care Manager.

KEY RESPONSIBILITIES

Team & Workflow Leadership

• Provide daily guidance to ensure timely and effective handling of customer queries and tasks.
• Manage team schedules, leave planning, and resource coverage.
• Lead regular team meetings and facilitate collaboration and problem-solving.
• Oversee task allocation, rosters, training plans, and performance metrics.
• Handle escalated queries and support service delivery excellence.

People Development

• Coach and support team members through regular feedback and performance reviews.
• Onboard and train new hires to ensure smooth integration into the team.
• Identify development opportunities and celebrate team and individual successes.
• Foster a positive team culture through open communication and leading by example.
• Coordinate recruitment efforts with hiring partners and internal stakeholders.

Process Improvement & Projects

• Identify and implement improvements to drive service efficiency and quality.
• Evaluate team workflows and align with business goals and standards.

Stakeholder Engagement

• Collaborate with internal stakeholders to resolve issues and enhance service delivery.
• Organise and lead cross-functional meetings as needed.

Compliance & Audit

• Maintain up-to-date service procedures and documentation.
• Support audit processes and identify opportunities for improved compliance.
• In all actions, demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures.

KEY COMPETENCIES REQUIRED FOR SUCCESS

Relationship Building

Establishes and maintains strong relationships internally and externally. Relates well to management, colleagues, peers, and direct reports.

Champions a culture of respect, diversity and inclusion that values all employees. Earns the respect of others through effective interpersonal skills, integrity, and authenticity.

Communication

Creates an environment which promotes the free flow of communication and information throughout the organization.

Communicates effectively in large and small groups. Openly shares knowledge and expertise. Listens actively and encourages the open expression of ideas and opinions.

Influence

Influences and motivates others over whom they have no direct control or authority. Wins support and acceptance for proposed changes and ideas through careful consideration of stakeholders’ needs and interests, through strategic relationships, and persuasive communications.

Adaptability

Responds resourcefully, flexibly, and positively when faced with new challenges, transitions, and demands.

Willingly and effectively deals with the stress and complexities of various situations. Moves forward productively and optimistically under conditions of change and uncertainty.

Strategic Thinking

Maintains a long term, big picture view of the business. Aligns the vision, mission, and values of the organization. Shapes, develops, and aligns the strategies of the organization to capture emerging trends, address competitive threats, meet market needs, provide value to the consumer, and enhance business value.

Aligns personal and workgroup activities to the organization’s strategic goals.

Customer Focus

Designs and delivers strategies that place customers at the center of business decisions. Consistently identifies current and future customer needs and ensures the effective delivery of high quality and value-added solutions, products, and services that meet or exceed customer expectations.

YOUR EXPERIENCE AND SKILLS

• Demonstrated ability to lead, coach, or develop individuals or teams. Prior experience managing direct reports, leading project teams, or mentoring junior colleagues is required.
• Ability to build trust with team members, provide constructive feedback, and maintain a positive, service-oriented culture.
• Customer-focused mindset with a deep understanding of delivering exceptional service across multiple channels (e.g., phone, email, chat).
• Previous experience in identifying inefficiencies in customer care workflows and take initiative to streamline operations, reduce response times, and improve the overall customer experience.
• Excellent organizational and time management skills, with the ability to prioritize tasks, manage competing demands, and support team coverage during high-volume periods.
• Previous experience using SAP
• Salesforce experience is preferred

WHY CHOOSE US?

• Great Place To Work Certified in 2024 & 2025
• Best Workplaces for Women in 2024 & 2025
• Inclusive Employee Resource Groups
• 2 Wellbeing Days per year
• Discounted health insurance
• Ability to purchase additional Annual Leave
• Employee Stock Purchase Plan
• Access to Employee Assistance Program
• Free on-site parking

Requisition ID: 610591