Team Leader - Installation Support
* Call Centre & Customer Service
* Team Leader
* Stapylton
* Full-time
13/3/2026
* Ongoing training & development through our National Tiles Academy
* Weekly pay cycle & paid birthday leave
* Great team culture & access to EAP and retail discounts
We're seeking a proactive and motivated leader to lead our Installation Team based in Stapylton and help deliver exceptional service to both our customers and internal stakeholders.
The Company
Operating successfully for over 45 years, National Tiles is a recognised leading brand in the supply of Tiles, Stone and Resilient Flooring. We're more than just a business - we're a family. We prioritise the safety and wellbeing of our people, meaning you’ll join a workplace that truly puts you first!
The Opportunity
Full Time - Monday to Friday (38 hours per week)
This role is responsible for the performance, development and daily operations of the Installation Support team. You will oversee customer service operations, manage escalations, monitor KPIs and ensure our team consistently delivers outstanding service across installation support, orders, deliveries and claims.
Working closely with a range of internal teams and contractors, you’ll play a key role in maintaining operational excellence while fostering a positive, customer-focused and high-performing team culture.
Your Responsibilities:
* Leading the daily operations of the Installation Support team including Zendesk, mailboxes, calls and daily reporting
* Monitoring team KPIs including customer satisfaction, service performance and Google reviews
* Ensuring accurate processing of orders, delivery updates, installation updates, refunds, credits and claims
* Managing and supporting customer escalations, focusing on service recovery and customer satisfaction
* Providing training, coaching and ongoing performance feedback to develop team capability
* Building strong relationships with Site Supervisors, Site Support B2B Representatives, Measure & Quote Specialists, National Installation Specialists, Installation Services Manager and Contractors
* Promoting proactive behaviours to reduce reactive workload and improve service efficiency
* Identifying process improvements and troubleshooting issues related to deliveries, installations and customer concerns
* Ensuring compliance with company policies, procedures and safety requirements
* Supporting wider team initiatives and undertaking additional duties where required
About You
* Previous team leadership or supervisory experience in a customer service or operations environment
* Strong ability to manage escalations and resolve complex customer issues
* Excellent communication and interpersonal skills
* Strong problem-solving and investigation skills
* Ability to understand and act on KPIs and performance data
* High attention to detail and strong organisational skills
* Experience using systems such as Zendesk, Domo, Microsoft Office, Pronto, Monday.com or Podium (advantageous)
* A positive attitude with a continuous improvement mindset
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