Customer Care Team LeaderSkip to main contentFresenius Medical Care AG uses necessary cookies on this career website to enable core functionality such as security, network management and accessibility. Moreover, you can accept an additional set of cookies for the application process and modification (Autofill with Resume, My Information, My Experience, Application Questions, Voluntary Disclosures, Self-Identify and Review). If you need more information, please see our cookie declaration and check your browser settings to uninstall undesired cookies, but be aware that this may affect how the website functions.#Customer Care Team Leader page is loaded## Customer Care Team LeaderApplyremote type: Onsitelocations: Stirling, WAtime type: Full timeposted on: Posted Todaytime left to apply: End Date: May 24, 2026 (4 days left to apply)job requisition id: R0253797**PRIMARY PURPOSE OF THE ROLE**To lead, support, and develop the Customer Service team while ensuring consistent, high-quality service delivery across orders, enquiries, and issue resolution. The role is accountable for day-to-day operational oversight, escalation management, ticket flow, and team performance in line with agreed KPIs, SLAs, and business objectives.**KEY RESPONSIBILITIES** **Team Leadership & Daily Operations*** Lead and support the Customer Service team in day-to-day operational activities.* Conduct daily team huddles to review workload, priorities, risks, and service commitments.* Allocate and manage work across the team to ensure balanced workloads and SLA adherence.* Act as the first point of escalation for complex customer issues and internal queries.* Provide coaching, guidance, and on-the-job support to team members **Escalations & Ticket Management*** Own and manage escalated customer enquiries, complaints, and service issues through to resolution* Oversee the customer service inbox and ticketing system to ensure tickets are prioritised, progressed, and closed within agreed SLAs* Monitor ticket queues and ageing, identifying risks and reallocating work where required* Ensure clear documentation, communication, and handover of escalated cases **Order, Transaction & Process Oversight*** Provide oversight of all order types, credits, debits, RGAs, FOC orders, and demo coordination* Support resolution of delivery blocks, billing blocks, and complex order or invoice issues* Ensure adherence to internal controls, approvals, and quality standards* Act as a point of contact for cross-functional stakeholders (logistics, finance, sales, operations)**Complaint & Issue Management*** Review and manage customer complaints, ensuring timely investigation, escalation, and closure* Support root cause analysis and corrective actions for recurring issues* Ensure complaint handling aligns with internal procedures and quality requirements **Performance, KPIs & SLAs*** Monitor individual and team performance against agreed KPIs and SLAs* Identify performance gaps and implement corrective actions where required* Support the Customer Service Manager with performance reporting and insights* Drive accountability for service quality, accuracy, and timeliness **Project Work & Continuous Improvement*** Lead or participate in customer service–related projects and improvement initiatives* Identify process inefficiencies and drive continuous improvement across systems and workflows* Support implementation of new processes, tools, and system enhancements* Contribute to documentation, training, and change management activities**OH&S, Compliance & Governance*** Support OH&S requirements and act as an escalation point for team-related safety concerns* Ensure team compliance with policies, procedures, and regulatory obligations* Promote a culture of accountability, safety, and continuous improvement**Additional Responsibilities**• Undertake additional duties as reasonably required by the Customer Service Manager in support of operational and business objectives**COMPETENCIES (ATTITUDE, SKILLS, TYPICAL QUALIFICATIONS & EXPERIENCE)*** Proven experience in a customer service leadership or senior customer service role* Strong people leadership, coaching, and escalation management skills* Ability to manage competing priorities in a fast-paced operational environment* Strong problem-solving and stakeholder management capability* Experience with ERP systems (e.g. SAP) and ticketing/workflow tools preferred**OTHER DETAILS****KPIs & SLAs:*** Team adherence to SLAs and response timeframes* Quality and timeliness of escalation resolution* Accuracy and compliance across orders and transactions* Ticket backlog management and ageing reduction* Team engagement, capability uplift, and continuous improvement outcomes*The above specification is designed to be comprehensive; however, there will be times when the Job holder will be required to undertake tasks that are not covered. Should they be asked to undertake any of these tasks, they should be given appropriate instructions and assistance by the manager. This document is therefore not intended to limit the job holder's task and responsibilities in any way.*#J-18808-Ljbffr