Customer Service Team Leader

Our client is seeking a hands-on leader to take ownership of its customer service function. This is an excellent opportunity to join a stable and growing organisation where you'll be empowered to lead a small team, influence business performance and contribute to continuous improvement initiatives. 

This role is ideal for someone who enjoys balancing people leadership with operational responsibilities and isn't afraid to roll up their sleeves and support the team when required.

About the Role
As the Customer Service Team Leader, you will lead, coach and develop a small customer service team while ensuring a consistently high level of service is delivered to customers. You'll work closely with sales, product and leadership teams to improve customer outcomes, drive efficiency and identify opportunities for growth.

In addition to leading the team, you'll be responsible for performance reporting, pricing and margin management, customer escalations, sales support and the implementation of process improvements across the function. 

Key Responsibilities

• Lead, mentor and develop a small team of Customer Service Officers.
• Foster a customer-first culture and drive exceptional service outcomes.
• Support the team with inbound enquiries during peak periods.
• Manage escalated customer enquiries, complaints and warranty matters.
• Coordinate pricing updates, customer approvals and system maintenance.
• Monitor product margins and investigate discrepancies.
• Deliver monthly reporting on customer, sales and operational performance.
• Lead customer engagement campaigns and sales promotions.
• Support the launch of new products and services.
• Work closely with sales, marketing and product teams to identify opportunities for growth.
• Drive continuous improvement initiatives across customer service processes and systems.
• Participate in recruitment, onboarding and training of new team members.

About You
To be successful, you'll be a proactive and commercially minded customer service leader who enjoys developing people and creating efficient, customer-focused processes.

You'll bring:

• Previous experience leading a customer service team.
• Strong leadership, coaching and performance management capabilities.
• Excellent problem-solving and decision-making skills.
• Advanced Microsoft Excel and Microsoft Office skills (essential)
• Intermediate HubSpot CRM experience.
• Strong analytical skills with the ability to interpret data and identify trends.
• Exceptional communication and stakeholder management skills.
• A collaborative and solutions-focused approach.
• The ability to thrive in a fast-paced and evolving environment.
• Experience within industrial equipment, manufacturing, machinery or a technical environment will be highly regarded.

What's on Offer

• Permanent full-time position.
• Join a stable and growing Australian organisation.
• Opportunity to lead a high-performing team.
• Exposure to senior leadership and business improvement projects.
• Supportive and collaborative team culture.
• Free onsite parking.

If you're looking for a leadership opportunity where you can make a genuine impact across customer service, team performance and business improvement, we'd love to hear from you.

Please call **Kerry Pattinson @ Gough Recruitment on [0452 508 013](tel:0452 508 013)**for a confidential chator simply hit APPLY NOW. 

All applications to Gough Recruitment stay confidential and will not be discussed with anyone outside of Gough Recruitment without your consent.

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