About the Role We’re looking for an experienced and motivated Customer Service Team Leader to join our dynamic contact centre team on the Gold Coast. This is a fun, fast-paced role supporting loyalty and rewards customers as well as partner organisations, helping them book exciting offers, movie tickets, attractions, and experiences through our platform. This position is ideal for someone seeking predictable hours, meaningful work, and the opportunity to lead within a collaborative and supportive team environment. Key Responsibilities - Lead, coach, and develop a team of customer service consultants to deliver exceptional customer experiences - Use data and performance metrics to drive continuous improvement and individual/team success - Provide hands-on coaching, training, and development to build capability and confidence - Manage workforce planning, including rostering, scheduling, and resource allocation to meet demand - Support escalations and resolve complex customer or partner issues with professionalism and efficiency - Foster a positive, engaging, and high-performing team culture - Ensure adherence to service standards, KPIs, and quality expectations - You will be responsible for managing a team of 1-3 customer service consultants. - Collaborate with internal stakeholders to improve processes and customer outcomes About You You’re a proactive leader who thrives in a people-focused environment and enjoys developing others. You bring strong operational awareness and a passion for delivering outstanding service. Key Skills & Experience: - Previous experience as a Team Leader within a customer service or contact centre environment - Strong written and verbal communication skills - Proven ability to coach and develop team members using data and insights - Excellent problem-solving skills with the ability to think quickly under pressure - Confident in handling conflict and resolving issues effectively - Highly organised with strong multitasking ability and attention to detail - Experience with workforce planning and scheduling is highly regarded - Minimum 6-12 months of team leadership experience in customer service or contact centre environments is required - Candidates must be Australian permanent residents or citizens What We Offer - Predictable, full-time working hours - A supportive and collaborative team culture - Meaningful work helping customers access memorable experiences - Opportunities for professional growth and development - A vibrant Gold Coast location How to Apply If you’re ready to take the next step in your leadership career and make a real impact, we’d love to hear from you. Submit your application today!
