This is a Team Leader - Customer Accounts and Support role with Icon Group based in Brisbane, QLD, AU Icon Group Role Seniority - mid level, senior More about the Team Leader - Customer Accounts and Support role at Icon Group Customer Service Brisbane Full Time Icon Group Icon Group is Australia’s largest dedicated cancer care provider, delivering integrated cancer services across medical oncology, radiation oncology, haematology, pharmacy and compounding. With operations spanning Australia, New Zealand, Asia and the UK, we are united in our vision to deliver the best care possible, to as many people as possible, as close to home as possible. Our growth is rapid and our teams are deeply connected through a shared commitment to delivering meaningful impact for patients every day. The Opportunity We are seeking an experienced Team Leader to guide, support and empower our national Pharmacy Customer Accounts & Support team. This newly created position reflects Icon’s ongoing growth and our commitment to strengthening the capability and customer service culture within our financial operations. Based at our South Brisbane headquarters and reporting to the Accounts Receivable Manager, this role focuses on leading a customer-focused team, coaching team members to deliver exceptional service and ensuring positive outcomes for customers through effective communication, problem solving and collaboration. You will work closely with team members across Australia to promote service‑focused behaviours, foster collaboration and ensure consistent, accurate and timely support within a busy, high-volume environment. Key Responsibilities Customer Service Leadership Lead the team in delivering a professional and consistent customer service experience across phone and email interactions. Serve as a point of escalation for complex customer queries and provide guidance that supports timely and positive outcomes. Coach team members in communication, problem solving and service recovery. Build strong relationships with internal stakeholders to enable effective issue resolution. Operational Support Oversee daily administrative and service activities to ensure they align with agreed performance and customer service expectations. Support the team in responding to and resolving customer enquiries, discrepancies and general operational matters. Data, Systems and Compliance Ensure all privacy, confidentiality and data security requirements are met. Oversee accurate and efficient management of documents and system inputs. People Leadership and Continuous Improvement Provide ongoing coaching, mentoring and development opportunities to team members. Identify opportunities to improve processes, efficiency and customer outcomes. Model customer centric behaviours and promote a culture of continuous improvement. What You Will Bring Experience leading customer service, call centre, or accounts support teams. Strong customer service capability and confident interpersonal and relationship building skills. Advanced computer literacy, particularly in the Microsoft Office suite. Strong time management, prioritisation and attention to detail. Ability to work effectively and remain adaptable in a high volume environment. Experience working in high-volume customer environments (contact centre, shared services, healthcare administration or financial services) is highly regarded. Why Join Icon Group Icon offers a collaborative environment where your work directly contributes to improving patient care across more than 120 locations internationally. Our people value Purpose in meaningful work Impact at scale Deep connection across teams Continuous opportunity for growth and innovation We also offer Flexible work arrangements Professional development programs Rewards and recognition initiatives Novated leasing options Access to paid parental leave Apply Now If you are a capable leader with a passion for team development, customer service and continuous improvement, we encourage you to apply and help us continue delivering world class care for our patients. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Icon Group team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Leading customer service ⚙️ Overseeing operational support Ensuring compliance Key Strengths Customer service leadership Operational support People leadership Advanced computer literacy ⏰ Time management Adaptability A Final Note: This is a role with Icon Group not with Hatch.
