About the Organisation Our client manages Consumer Faults operations across key Australian sites, supporting customers experiencing service disruptions. With a large, modern contact centre environment in Melbourne’s CBD, the business is focused on delivering reliable, empathetic and outcomes-driven customer experiences through structured fault resolution processes. The Role As a Team Leader, you will be responsible for managing a team of 20–25 customer service professionals, driving service excellence, operational performance, and continuous improvement. You will also apply your Team Leader experience and coaching and mentoring skills to grow the skill and capability of your team, creating positive and supportive working environments. As a key member of the leadership team, you will work closely with clients and internal stakeholders including Operations, Training, and Quality teams to deliver strong outcomes. This role offers 38 hours per week, rostered between 7am – 7pm therefore flexibility for changing shift times is essential. Duties Lead, coach, and develop a team of 20–25 customer service agents to achieve performance and quality targets Drive a strong customer‑first culture and ensure outstanding customer experience Develop and implement action plans to address performance gaps and improvement opportunities Effectively manage customer and operational escalations Conduct regular coaching, performance feedback, and monthly one‑on‑one sessions with team members Manage attrition and churn in line with company guidelines Skills & Experience Experience in Customer Service within a contact centre environment At least 2 years’ experience in a Team Leader role Excellent written and verbal English communication skills Strong customer focus and a demonstrated ability to take ownership Proven ability to drive results and manage performance under pressure About JK Personnel At JK Personnel, we put people first. Our success is built on fostering meaningful, long-term relationships with both clients and candidates. By understanding your unique needs and goals, we go beyond simply filling roles—we create partnerships that last. Our consultants have built strong networks and an excellent reputation for service, with a proven track record of finding the right people, fast. How to Apply Please submit an up-to-date resume to apply for this role. To be successful in this position, Australian working rights are essential. After applying, you’ll receive an email from Jay, JK’s Virtual Recruitment Consultant, who will ask a few questions to help fast-track your application.
