Customer Service Lead
Are you an experienced leader in customer service with a passion for process improvement, team development and delivering exceptional operational and client experiences? This newly created, hands-on role is a great opportunity for a person with excellent communication skills, who is a proactive process improvement and results oriented individual. Hinchen Recruitment Group is proud to be partnering with a well-established, innovative organisation in growth, re-defining environmental waste solution services, who are seeking a Customer Service Lead to take ownership of daily service operations. With backing from the executive team, this role is a strategic and operational opportunity to embed customer excellence into every interaction.
About the Role

You'll play a pivotal part in reshaping the customer experience, driving consistency across workflows, supporting high-performing teams, and creating measurable service improvements through data, systems and process innovation. As the key conduit between Sales, Customer Service and Operations, you'll champion the voice of the customer at every touchpoint.
Key Responsibilities

• Lead, coach and coordinate a dedicated customer service team
• Drive operational consistency and team accountability through workflow optimisation
• Act as the escalation point for complex service issues
• Represent the Voice of Customer across the business, leading satisfaction reviews and recovery planning
• Lead continuous improvement initiatives using Lean methodologies
• Standardise workflows, maintain SOPs and build a "Customer Service Playbook"
• Analyse service KPIs, develop performance dashboards and drive improvements through data insights
• Collaborate cross-functionally with Sales, Operations and IT to ensure seamless service delivery

What You'll Bring

• Proven experience leading customer service operations in a fast-paced environment with excellent communication skills
• Strong continuous improvement mind-set and data analysis skills, with the ability to identify gaps & trends to improve efficiencies both operationally and financially
• Comfortable using CRM tools, MS Suite applications including Excel, Power BI and dashboards, Monday.com
• Process improvement mindset, ideally with exposure to Lean or Six Sigma methodologies
• Confidence in decision-making, coaching others, and leading change initiatives to empower
• High attention to detail and accuracy, strong problem-solving skills and a customer-first approach
• Ability to influence cross-functional teams and communicate at senior levels
• Experience in conducting process audits

Desirable

• Experience in logistics, waste management & or service-driven sectors
• Exposure to SLA/KPI development and reporting
• Ability to develop SOPs, training frameworks and manage small-scale projects

What's in it for you?

• Great salary on offer, dependant on experience $75-95k plus super!
• A key role with executive leadership support and visibility
• Autonomy to influence customer outcomes and shape operational excellence, make the role your own!
• Be part of a forward-thinking, supportive team culture in growth, where exceptional service is the backbone of the organisation
• Southside Brisbane location, onsite parking available, 08:00am - 4:00pm Monday to Friday, with a little flex on start and finish times

If you're passionate about collaborating and empowering teams to transform service delivery through efficiencies, we'd love to hear from you! Apply now or contact Liz McGrath on 0405 370 900 [email protected] for a confidential discussion.
This is an exciting career opportunity to join a dynamic organisation and deliver genuine value to the operational service delivery and performance of the business. Apply now by following the link below. If possible, please attach your cover letter and resume in word format. For a confidential discussion, please contact Liz McGrath on 0405 370 900 or [email protected]
Hinchen Recruitment Group are a team of experienced industry recruiters who offer a highly informative honest process, where our genuine goal is to provide a quality & valued service. One that is respectful to all & is as transparent as possible. Confidentiality is assured with all applications, with your privacy our utmost priority.
Acknowledgement of Country: Hinchen Recruitment Group pay our respects to the Traditional Owners of country throughout Australia. We pay our respects to Elder's past and present and acknowledge the valuable contribution Aboriginal and Torres Strait Islander people make to Australian society.