Customer Service Team Leader

Full-time Permanent Mid-level Senior

About Our Organisation

We are a leader within the kitchen industry, with well-known, high-quality brands such as Kinsman and Freedom kitchens and wardrobes, both heavily associated with the popular show, "The Block". Proudly, we are Australian owned and manufactured, with a reputation for delivering to Australian standards and excellence, driven by a superior quality of products, exceptional service and flexible on-trend design solutions for today's lifestyle needs.

We are seeking an experienced and motivated Customer Service Team Leader to lead our Customer Liaison officers and Receptionist. This role is pivotal in ensuring exceptional customer service, efficient workflows, and seamless communication across the business.

You will be responsible for leading and supporting a customer focused team, driving process improvements, resolving customer concerns, and ensuring customer projects progress smoothly through the production and delivery journey.

• Lead and manage the Customer Liaison team to achieve departmental KPIs and service standards
• Monitor workflow performance and ensure customer kitchens / wardrobes progress within expected timeframes
• Manage customer escalations and work collaboratively with internal departments to deliver timely resolutions
• Drive process improvements and workflow efficiencies to enhance customer outcomes and business performance
• Provide regular feedback and recommendations to leadership on operational improvements
• Support team members with workload management and complex customer matters
• Coach, mentor, and develop Customer Liaison Officers to maximise performance, engagement, and career growth
• Oversee Reception operations to ensure a professional and welcoming customer experience

• Previous experience leading or supervising a customer service or administration team
• Strong people leadership skills with the ability to motivate, coach, and develop others
• Excellent verbal and written communication skills
• Strong organisational and problem-solving abilities
• Experience identifying and implementing process improvements
• Experience within the kitchen, cabinetry, building, manufacturing, or home improvement industry will be highly regarded

• Join a well-established and respected Australian company
• Supportive team culture and collaborative work environment
• Regular staff social events and celebrations
• Career development opportunities within a growing organisation

We foster a work environment where everyone feels welcome and valued. As an Equal Employment Opportunity employer, we welcome applicants from all backgrounds and embrace diversity in race, gender, age, religion, culture and ability.