Customer Service Team Leader
- Lead and develop a customer service team of approximately seven members.
- Oversee day-to-day operations and ensure high service standards.
- Monitor performance metrics and implement service improvements.
Team Leader - Customer Services
Public Sector People is partnering with a not-for-profit organisation to recruit a Team Leader - Customer Services on a six-month contract.
This is an opportunity for an experienced people leader who enjoys supporting a team, resolving complex enquiries and making practical improvements to how services are delivered.
About the opportunity
Reporting to the Projects and Operations Manager, you will oversee the day-to-day customer services function, ensuring people receive consistent, respectful and culturally appropriate support.
Leading a team of approximately seven, you will balance coaching and performance management with workflow coordination, escalated enquiries and service improvement. You will also review and approve eligible financial assistance requests and reimbursements within delegated authority.
Key responsibilities
- Lead, coach and develop the team through regular feedback, one-to-one meetings and clear performance expectations.
- Coordinate workloads, rostering, attendance and leave to maintain service capacity.
- Act as an escalation point for complex, urgent or sensitive enquiries, supporting employees through challenging conversations.
- Monitor service standards, KPIs and customer feedback, identifying issues and opportunities for improvement.
- Review and approve eligible payments, reimbursements and support requests in accordance with policies and delegated authority.
- Maintain accurate customer records and prepare reports on team performance, service demand and emerging trends.
- Improve processes, systems and workflows in collaboration with other teams.
- Support recruitment, onboarding and training, building a positive and accountable team culture.
About you
You will bring at least three years' experience leading and developing teams, ideally within customer service, contact centre or another high-volume service environment.
You will also demonstrate:
- Proven experience coaching employees, managing performance and building team capability.
- Experience coordinating workforce capacity, workloads, rostering or leave planning.
- Strong communication skills and sound judgement when resolving complex or sensitive matters.
- The ability to manage competing priorities in a fast-paced and changing environment.
- Confidence using CRM systems, reporting tools and operational data to monitor performance and guide improvements.
- Strong organisation, attention to detail and a practical approach to problem-solving.
- The ability to work within policies, procedures and approval frameworks.
- Cultural sensitivity and a commitment to respectful, person-centred service.
Experience within not-for-profit, community services, charitable trusts or Aboriginal organisations would be valued, as would experience working respectfully with Aboriginal people, families and communities. Experience administering financial assistance, grants or reimbursements would also be beneficial.
Why apply?
This role offers the opportunity to make a meaningful contribution over six months, supporting team development and improving the experience of people accessing services. It will suit someone who enjoys hands-on leadership and can bring structure, consistency and confidence to a busy customer services function.
Apply
To apply, submit your resume via the Apply button.
For a confidential discussion, contact Ebonnie Goss at egoss@publicsectorpeople.com.au or 0412 951 548.
We vet all employer accounts and do our best to keep job ads safe, but scams can still occur. Be cautious when sharing personal information — never provide financial details or make payments during the application process. For extra security, use the Apply button on our site when proceeding.
Skills
0 of 12 matchedPublic Sector People