Haverford Brands are seeking an experienced Customer Service Team Leader to join and help support our continued growth in 2025. The ideal candidate will become part of an environment where they can affect real change and see results in action. The successful candidate will lead our Sydney Based Customer Service team of 4.

About us:

In business for over 130 years, Haverford Brands is an importer that predominantly operates in the exciting world of E-Commerce. Based in Chipping Norton (Sth West Sydney), we currently supply a wide range of products throughout Australia, New Zealand, the USA and the UK.

On offer:

• Competitive base salary with ongoing secure full-time employment

• Attractive work hours, Monday to Friday 8am to 4pm

• A supportive and youthful workplace culture, with a focus on growth and international expansion

• Continued professional development and career path opportunities

• Annual Bonus, leave loading, well-being time off and other incentives

• Reporting to the General Manager

• Domestic Travel opportunities

• Ample free parking onsite

• A quiet space that is certainly not a call-centre environment

Key Duties:

• Provide support and leadership to a team of customer support agents to help manage and delegate workload effectively

• Implement and maintain strategies to ensure that all customers receive a high level of support and customer service from the team

• Oversee processes relating to product returns, order delays, customer reviews and escalated customer issues

• Support and oversee the team’s professional development, providing feedback and implementing improvements to promote stronger engagement

• Make recommendations to Senior Management on all customer journey systems and workflows, with a view to improving technology, procedures and addressing potential areas of concern

• Perform “Hands On” customer service support across email, in person and social media when necessary during periods of increased company workload

About You:

• Reliable and hard working

• Ability to think strategically and to lead

• Confidence to make decisions

• Client-facing experience and excellent communication skills

• Ability to multi-task

• Quick learner and willingness to have a deep understanding of all products across all categories and brands

• A good knowledge of management methods and techniques

• Establishing and ensuring an ongoing positive, customer-first mentality team culture

• Demonstrated experience in leading teams and effectively meeting/exceeding KPIs

• Strong problem-solving and analytical skills

• An adaptable nature with the capacity to embrace change and a fast-paced environment

• Strong organisational skills, with the ability to balance conflicting priorities

• A tertiary qualification is preferable

• Knowledge and/or experience using the below programs will be highly regarded, but not essential:

Gorgias

Shopify

Shippit

Cin7

Please apply if you would like to join a growing company with a great team and working conditions.