Fantastic Customer Care Team Leader opportunity
- Sydney, NSW
- Permanent
- Full-time
- Team Leader Customer Service role working for well-known global organisation
- Friendly and supportive team culture
- Permanent role with fantastic benefits included
- Providing daily guidance for handling customer service queries and managing team schedules, leave planning, and resource coverage.
- Leading regular team meetings and facilitating collaboration across teams.
- Overseeing task allocation, rosters, training and performance metrics.
- Handling escalated queries and support service delivery excellence.
- Coaching and supporting team members through regular feedback and performance reviews.
- Onboarding and training new hires to ensure smooth integration into the team.
- Identifying development opportunities and celebrate team and individual successes.
- Fostering a positive team culture through open communication and leading by example.
- Coordinating recruitment efforts with hiring partners and internal stakeholders.
- Identifying and implementing improvements to drive service efficiency and quality.
- Evaluating team workflows and aligning with business goals and standards.
- Leading cross-functional meetings as needed and maintaining up-to-date service procedures and documentation.
- Supporting audit processes and identifying opportunities for improved compliance.
- A demonstrated ability to lead and develop teams and the capabilities to build trust with team members, provide constructive feedback, and maintain a positive, service-oriented culture.
- Experience managing direct reports, leading project teams, or mentoring junior team members.
- A track record in identifying inefficiencies in customer care workflows and take initiative to streamline operations, reduce response times, and improve the overall customer experience.
- Customer-focused mindset with a high-level understanding of delivering exceptional service across multiple channels, inlcluding phone, chat, and email.
- Excellent organizational and time management skills, with the ability to prioritize tasks, manage competing demands, and support team coverage during high-volume periods.