Our client:
Our client is a well-established industry leader in the Industrial sector, supplying essential products and services across Australia. Known for their commitment to safety, innovation, and customer satisfaction, they support businesses nationwide with quality solutions and expert service. This is a great opportunity to join a values-driven organisation with a strong national presence and a focus on continuous improvement.

About the role:
Working closely with the Customer Care Manager, you’ll be responsible for leading and supporting a team of Melbourne-based Customer Care Consultants to deliver outstanding service to our customers.

This is a key role focused on driving smooth daily operations, empowering your team, and ensuring a high standard of customer care. You’ll oversee day-to-day activities, champion continuous improvement initiatives, and cultivate a positive and engaged team culture. Additionally, you’ll represent the Customer Care function in dealings with both internal stakeholders and external customers, playing a vital part in building strong relationships and delivering service excellence.

Duties:

• Lead and motivate an on-site team, fostering a high-performance culture
• Monitor KPIs, customer feedback, and performance metrics to drive continuous improvement
• Coach and develop team members, focusing on growth, succession, and a customer-first mindset
• Balance productivity with quality outcomes to optimise team performance
• Manage workforce planning and real-time queue oversight across channels
• Identify and recommend opportunities for process improvement
• Oversee workflow across calls, emails, and internal systems
• Manage team performance and conduct in line with company policies
• Serve as the escalation point for team, customer, and stakeholder issues

What we are looking for:

• Proven experience leading teams ideally in a contact centre environment
• Skilled in coaching, mentoring, and developing team members
• Effective at collaborating with stakeholders to resolve issues and build strong working relationships
• Excellent attention to detail and strong verbal and written communication skills
• Proactive and self-motivated, with a strong drive to follow tasks through to completion

Benefits:

• Discount membership card
• Flexible working arrangements, 3 days in office and 2 work from home
• Annual share scheme
• Be part of a supportive and dynamic team with a great culture
• Career growth and development opportunities

If you believe you meet the criteria above, please send your application today. Please note, only those with full working rights will be considered