Our Client:
Our client is a well-established industry leader in the industrial sector, supplying essential products and services across Australia. Renowned for their dedication to safety, innovation, and customer satisfaction, they support businesses nationwide by delivering quality solutions and expert service. This is an excellent opportunity to join a values-driven organisation with a strong national presence and a commitment to continuous improvement.

About the Role:
In this key position, you’ll work closely with the Customer Care Manager to lead and support a team of Customer Care Consultants, ensuring the delivery of exceptional service to customers.
This role plays a vital part in the day-to-day operations of the team, with a strong focus on empowering staff, maintaining high standards of service, and fostering a positive and engaged team culture. You’ll drive daily performance, champion continuous improvement initiatives, and represent the Customer Care function in interactions with both internal stakeholders and external customers — helping build strong, collaborative relationships and ensuring service excellence.

Key Duties:

• Lead and motivate an on-site team, fostering a high-performance culture
• Monitor KPIs, customer feedback, and performance metrics to support continuous improvement
• Coach and develop team members with an emphasis on growth, succession planning, and a customer-first mindset
• Balance productivity with quality to optimise overall team performance
• Oversee workforce planning and real-time queue management across various channels
• Identify and recommend process improvement opportunities
• Manage workflows across calls, emails, and internal systems
• Monitor team performance and conduct in alignment with company policies
• Serve as the escalation point for issues raised by the team, customers, and stakeholders

What We’re Looking For:

• Proven experience in leading teams, ideally within a contact centre environment
• Skilled in coaching, mentoring, and developing individuals
• Strong collaboration skills with the ability to build and maintain effective stakeholder relationships
• Excellent attention to detail with strong verbal and written communication skills
• Proactive, self-motivated, and able to see tasks through to completion

Benefits:

• Discount membership card
• Flexible working arrangements (3 days in office, 2 days working from home)
• Annual share scheme
• Supportive, dynamic team culture
• Career development and growth opportunities

If you believe you meet the criteria above, we encourage you to submit your application today. Please note only applicants with full working rights will be considered.