Customer Service Team Leader in Perth

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 Perth

76633 - 90335

25th Percentile

76633

The candidate has little or no prior experience in the position and is still developing relevant skills.

50th Percentile

83230

The candidate has an average level of experience and has most of the necessary skills.

75th Percentile

90335

The candidate has above-average experience, has most or all the necessary skills and may have specialised qualifications.

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

Position title

25th Percentile

50th Percentile

75th Percentile

Customer Service Representative / Officer

59885

64960

70035

Customer Service Manager

91858

106068

120785

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