customer service team lead.

As a Team Leader in our Customer Experience division, you will be at the forefront of driving exceptional service delivery. You'll lead and inspire teams of Customer Experience Officers, Credit Management, and Customer Assistance professionals to exceed expectations and deliver outstanding results.

What You’ll Be Doing:

• Leading and coordinating the daily operations of the Customer Experience teams.
• Developing and implementing service enhancement initiatives to improve customer outcomes.
• Driving performance to meet team KPIs while continuously identifying opportunities for improvement.
• Providing leadership and coaching to ensure high standards of customer service.
• Collaborating with key stakeholders to create a seamless and cohesive customer experience.
• Supporting vulnerable customers and managing compliance with industry standards.
• Coordinating customer enquiries, delegating tasks, and managing workflows effectively.

What We’re Looking For:

• Proven experience leading large, multi-disciplinary teams, ideally in a call centre environment.
• A strong track record of exceeding customer service delivery targets.
• Tertiary qualifications in Business or a related field (or equivalent experience).
• Familiarity with call quality assurance frameworks and customer service metrics.
• Exceptional interpersonal and communication skills, both written and verbal.
• Strong organizational abilities with a focus on continuous improvement.
• Knowledge of relevant legislation and regulatory standards is a bonus.

What You’ll Bring:

• A passion for delivering exceptional customer experiences.
• The ability to build collaborative relationships with internal and external stakeholders.
• Strong leadership skills with a focus on empowering and motivating teams.
• A proactive approach to identifying and implementing service enhancements.
• Tech-savviness with proficiency in Microsoft Office and specialist software.

Why Join Us?

• Be part of a supportive, high-performing team passionate about customer satisfaction.
• Lead initiatives that truly make a difference in people’s lives.
• Enjoy a collaborative and dynamic work environment with opportunities for professional growth.

If you're ready to take the lead and drive exceptional customer service outcomes, we want to hear from you!

How to Apply
Submit your application today and start the journey toward a rewarding leadership role. Let’s create amazing customer experiences together!

Reach out on Rashi.Joshi@randstad.com.au for more information