Customer Service Team Leader (Townsville)

As we continue to expand, we’re looking for a passionate people leader to join our leadership team and help strengthen team culture, support performance, and contribute to the next phase of our growth. This is an exciting opportunity to join an established, high-energy environment where you’ll play an important role in supporting both our people and our customers. The Role As a Customer Service Team Leader, you’ll be responsible for leading and supporting a team of dedicated Customer Service Representatives. Reporting to the Customer Service Manager, you’ll help drive engagement, build capability, and create an environment where people feel motivated, supported, and accountable. You’ll work closely with the broader Customer Service leadership team to support day-to-day operations, maintain service standards, and ensure our customers continue to receive exceptional support. This is a hands‑on leadership role where people leadership, team culture, and coaching are just as key as achieving operational results. You’ll play a key role in supporting attendance, engagement, development, and performance within your team. Key Responsibilities Culture & Team Leadership: Foster a positive and team-oriented team culture built on accountability, inclusivity, and customer focus. Support an environment where team members feel valued, motivated, and empowered to succeed. Coaching, Development & Performance: Provide regular coaching, feedback, and support to customer service agents to help them achieve performance goals and continue developing professionally. Conduct one‑on‑one sessions, performance conversations, and ongoing development activities. People Management & Engagement: Support employee engagement, attendance, and team wellbeing through proactive communication, recognition, and day‑to‑day leadership. Help create a workplace where people feel supported and encouraged to perform at their best. Operational Support: Assist in the day‑to‑day operations of the Customer Service Centre to ensure KPIs and service levels are achieved. Monitor performance metrics, identify trends, and escalate or address issues where required. Continuous Improvement: Identify opportunities to improve processes, customer experience, and team effectiveness. Work collaboratively with leaders and peers to implement practical improvements across the operation. Career Growth & Support: Encourage and support team members in achieving their career goals through ongoing coaching, training, and development opportunities. Benefits
- Join an incredible team of passionate people with a supportive, fun culture.
- Be recognised through our employee recognition program, including our annual Club AdvantEdge celebration trip.
- Access thousands of free online training courses through our learning and development portal.
- Comprehensive Employee Assistance Program (EAP) for personal and professional support.
- 10 weeks’ full‑pay parental leave for all permanent employees (eligibility criteria apply).
- 2 x half‑days paid leave each year to donate blood or plasma.
- Enjoy exclusive discounts on health insurance, gym memberships, novated leasing options and more. Diversity and Inclusion All employees are encouraged to bring their whole selves to work. We welcome and value applications from Aboriginal and/or Torres Strait Islander peoples, people living with disability, culturally and linguistically diverse people and people from the LGBTI+ community, including transgender, gender diverse, and intersex people. Prvidr is committed to maintaining a diverse and inclusive workforce. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3ruaqi