Job Title

Customer Service Team Leader - (MAN00000244)DescriptionAt Followmont Transport, we are driven by a commitment to delivering exceptional customer experiences and building lasting relationships. As our Customer Service Team Leader based at the Emerald depot, you''ll play a key role in ensuring our team delivers consistent, seamless, and satisfying service to every customer, every day.This is a rare and exciting opportunity for an experienced and motivated leader ready to take the next step in their career. You''ll be leading a high-performing team, championing customer excellence, and supporting the continued growth and success of our business in the region.We''re seeking someone who thrives in a fast-paced environment, is passionate about coaching others, and enjoys driving continuous improvement through collaboration and initiative.What You''ll Be DoingIn this role, you will:Lead, mentor and develop a team of Customer Service Officers (CSOs) to achieve individual and team performance targetsManage daily workflows, resource planning, rostering, and recruitment for the teamHandle escalated customer enquiries and issues, ensuring timely and professional resolutionOversee key customer accounts and support the quoting processMonitor and report on service levels and customer satisfaction, using data to guide improvementsDevelop and deliver training resources and performance coachingSupport business initiatives and collaborate with internal stakeholders across departmentsEnsure all service interactions align with Followmont''s values and customer commitmentsWhat''s In It for You?We value our people and offer a supportive, professional environment where you can grow your career:Free, on-site parkingEmployee Recognition Program your contribution is celebratedRegular weekday working hours with a weekly pay cycleA strong focus on work/life balanceAccess to a range of discounts through our Workplace Benefits ProgramHealth Fund discounts for individual and family coverFree access to our Employee Assistance Program, Mental Wellbeing Program and Workplace Banking ProgramA values-led culture that genuinely puts people and service firstQualificationsWhat You''ll Need to SucceedTo Be Successful In This Role, You Will BringPrevious leadership or supervisory experience in a customer service or contact centre environmentStrong communication and interpersonal skills, with the ability to influence and engage othersA genuine commitment to delivering excellent service and improving the customer journeyProven ability to coach and develop team members and build a positive cultureConfidence working with service data, reporting tools, and identifying opportunities for improvementA proactive, solutions-focused mindset and a collaborative working styleHigh attention to detail and an organised, structured approach to workDemonstrated proficiency with Microsoft Office Suite and experience with CRM systemsMust have permanent right to work in AustraliaThe Type of Person We''re Looking ForWe''re looking for a motivated and motivating leader someone who brings warmth, energy and purpose to their role. You are confident and approachable, with a natural ability to engage and inspire those around you. You value teamwork, know how to build strong relationships, and take pride in helping others succeed.This is an opportunity for someone who wants to be part of a growing organisation, lead a high-performing team, and make a real impact on both customer and business outcomes.Apply NowIf you''re ready to step into a leadership role with a company that values service, people, and performance, we''d love to hear from you. Apply today and become part of the Followmont family.Location: Emerald ( 17 Sir Leslie Wilson Drive, Emerald, Queensland, 4720)Service | Unity | Passion | Integrity | Innovation | CarePrimary Location: AU-QLD-EmeraldJob: ManagementEmployee Status: PermanentSchedule: Full-timeUnposting Date: 21/Aug/2025, 1:59:00 PM #J-18808-Ljbffr