Customer Service Team Leader in Brisbane

Customer Service Team Leader job description

The Customer Service Team Leader is responsible for supervising a team of customer service representatives, ensuring high levels of service delivery, team performance, and customer satisfaction. This role balances hands-on support with leadership, coaching, and process improvement within a dynamic service environment.

Customer Service Team Leader job duties and responsibilities of the job

Key responsibilities of a Customer Service Team Leader include:

Leading, coaching, and mentoring a team of customer service representatives

Monitoring performance metrics and ensuring service level targets are met

Handling complex or escalated customer enquiries and complaints

Providing regular feedback, training, and development opportunities for team members

Managing daily workflows and ensuring even distribution of workload

Identifying and implementing service improvements and process efficiencies

Collaborating with internal departments to resolve customer issues

Reporting on team performance and customer feedback to management

Typical Customer Service Team Leader job qualifications and requirements

Experience in a customer service environment with demonstrated leadership capability is essential. A certificate or diploma in business administration or customer service is desirable.

Proven experience in customer service, including team supervision or leadership

Strong communication, coaching, and conflict resolution skills

Ability to analyse performance data and drive team improvement

Proficiency in CRM systems and Microsoft Office tools

High level of customer focus and problem-solving capability

Excellent interpersonal and organisational skills

Organised, adaptable, and capable of working in a fast-paced environment

Experience in workforce planning and resource allocation

Ability to implement and monitor KPIs or service metric

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Salary for Customer Service Team Leader in Brisbane

75750 - 90900

25th percentile

75750

The candidate is new to the role or has limited experience and is building necessary skills.

50th percentile

80800

The candidate has moderate experience in the role, meets most requirements or has equivalent transferable skills, and may also have relevant certifications.

75th percentile

90900

The candidate has extensive experience and advanced skills for the role, and may also have specialised certifications.

Salary range based on three percentiles The starting salaries represent gross yearly salaries. They do not include bonuses, benefits or superannuation.

Projected salaries for related positions

Job title

25th percentile

50th percentile

75th percentile

Customer Service Representative

60600

65650

70700

Customer Service Officer

60600

65650

70700

Customer Service Manager

90900

106050

121200

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Our starting salary projections come from a detailed, multistep process that ensures our numbers accurately reflect the marketplace. They’re based on real compensation data for job candidates our recruiters have matched with companies across the country.

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