About the company HenCo Group includes Move Yourself Trailer Hire Australia Pty Ltd and U-Haul Australia Pty Ltd. Collectively, we are one of the largest national trailer hire companies and are committed to leading the way in innovation, technology and being the leader in our sector of the Hire & Rental industry. About the role We are currently seeking an experienced Customer Support Centre Team Leader to join our team in Cavan working across a 7 day roster . This position is responsible for leading the day-to-day operations of our Customer Support Centre while ensuring exceptional customer service standards, operational efficiency and team performance. The successful candidate will need to be self-motivated, organised and possess strong leadership and communication skills. Core duties and required skills will include, although are not limited to: • Leading and supporting Customer Support Centre team members across daily operations • Ensuring customer enquiries, phone calls and emails are handled professionally and efficiently • Managing customer escalations and assisting with customer resolutions • Monitoring team performance and providing coaching, mentoring and support • Coordinating staffing requirements, shift coverage and daily workflows • Conducting call monitoring and quality assurance reviews • Assisting with onboarding and training of new team members • Maintaining Customer Support Centre procedures, training resources and operational documentation • Completing operational reporting and administrative tasks • Supporting continuous improvement initiatives and process enhancements • Building strong working relationships with customers, site teams, State Coordinators and internal stakeholders • Promoting a professional, customer-focused and positive team culture About you Previous experience leading a customer service, contact centre or support team will be highly regarded. You will possess excellent communication skills, strong organisational abilities and a genuine passion for customer service. The ideal candidate will demonstrate: • Strong leadership and coaching capabilities • Excellent customer service and problem-solving skills • The ability to manage competing priorities in a fast-paced environment • Strong computer literacy and administrative skills • A positive attitude and ability to work collaboratively with others • The ability to remain calm and professional when managing customer escalations • A commitment to continuous improvement and achieving operational outcomes • Ability to follow company procedures and Work Health & Safety requirements at all times Our Values We don’t just list our values—we live them. At HenCo, we only hire A-players who align with our vision and values: Look after our PEOPLE – Be safe, support each other and make HenCo a place where people want to stay Make it easy for the CUSTOMER – Take ownership, follow through and deliver a reliable experience every time Work as one TEAM – We communicate, back each other and get it done together Build it BETTER – Keep improving, learning and finding better ways to work Be REAL – Own your stuff – good or bad If this resonates with you, and you have an outstanding work ethic, and also can work both supervised and unsupervised then we'd love to hear from you. HenCo Group is an equal-opportunity employer and values diversity in the workplace. Only those successful for interviews will be contacted
