Customer care team leader

Lead, inspire and elevate a high-performing Customer Care team as our next Customer Care Team Leader. Based in Canning Vale, you'll oversee a fast-paced team supporting key customers and internal stakeholders, playing a critical role in delivering consistent, high-quality service outcomes.

Working closely with Sales, you'll drive customer satisfaction and commercial results while supporting site and branch engagement to ensure strong cross-functional alignment. This role is responsible for coaching and mentoring team members, managing day-to-day operations, and delivering strong performance against service and operational KPIs.

Responsibilities

• Lead, motivate, and develop a team of Customer Care Consultants while fostering a positive, high‐performance culture
• Conduct regular 1:1s, coaching sessions, performance reviews, and manage team performance outcomes
• Collaborate closely with the Sales team to support customer outcomes, and drive engagement with site and branch stakeholders to ensure alignment across the business
• Support recruitment, onboarding, and workforce planning to build a strong and capable team
• Oversee daily workflows across telephony, email, and systems while allocating work to meet SLA targets
• Manage escalations and ensure timely resolution, while driving continuous improvement initiatives
• Build strong stakeholder relationships and support customers with complex enquiries, quoting, and solutions

Qualifications

• Proven experience in customer service (minimum 2 years), with team leadership or coaching capability
• Strong stakeholder engagement skills with the ability to build trusted relationships
• Ability to manage competing priorities in a fast-paced environment with sound decision-making skills
• Operational capability including Microsoft Office skills and understanding of contact centre environments (desirable)
• Commercial awareness and industry experience (industrial, MRO or PPE highly regarded)
• Customer-focused, results-driven, and proactive, with strong communication skills and a commitment to continuous improvement
• Understanding of contact centre operations and telephony systems

Benefits

• Opportunity to lead and shape a high-performing team in a collaborative, supportive environment
• Career development and progression opportunities within a business that values safety, people, and performance
• Exclusive Perks:Team Memberdiscount cardfor Kmart, Bunnings, Target & Officeworks,FREE One Passsubscription&Wesfarmers discountedoffersfrom over 400 retail partners
• Team events, celebrations,awardrecognition and prizes
• Employee Assistance Program:wellbeingsupportfor you and your immediate family-coveringcounselling, coaching, financial advice, legal guidance, nutritionalservices, & more!
• Refer-A-Friend program–earn up to $2,000 for each referral!
• Ability topurchase up to 4 weeks' additional annual leave
• Generouspaid parental leavepolicy
• Free onsite parkingand more!