Customer Service Team Leader (Supermarkets)

CS Team Leader (Supermarkets)

At Metcash, we’re proud to be part of something bigger. We combine the heart of a small business with the strength and support of a large organisation.

Our Customer Service team is at the heart of how we support independent retailers and help them thrive in their local communities. They’re the key connection between Metcash and our customers—ensuring stores are well-stocked and supported across Australia and New Zealand’s most loved family-owned businesses.

We’re excited to offer a fantastic opportunity for a passionate Customer Service Team Leader (Supermarkets) to join our team at our Crestmead office. In this role, you’ll lead a high-performing team, oversee daily operations, and drive continuous improvement across our customer service function—supporting both our retailers and internal stakeholders.

Our current vacancy is for a Permanent Full-Time role, Monday-Friday 10:30am-6:30pm, with Mondays finishing at 7:00pm.

What You’ll Be Doing

Manage day-to-day operations

• Oversee a busy customer service call centre environment
• Handle escalations and ensure timely resolution of customer issues
• Ensure accurate and efficient processing of customer orders

Lead and develop your team

• Manage, coach and support a team of Customer Service professionals
• Drive performance, engagement, and capability across the team
• Lead training, development, and succession planning

Drive performance and improvement

• Monitor KPIs and analyse trends to improve service outcomes
• Prepare and present weekly/monthly reports to stakeholders
• Identify opportunities to streamline processes and improve efficiency

Partner across the business

• Build strong relationships with internal teams and key stakeholders
• Act as a central point of contact to resolve issues and improve service delivery
• Facilitate regular meetings to share insights and drive improvements

Focus on continuous improvement

• Champion smarter ways of working and system improvements
• Support initiatives that enhance customer experience and reduce repeat issues

What You’ll Bring

We’re looking for someone who enjoys leading from the front, improving processes, and delivering exceptional customer experiences. To succeed in this role, you’ll bring:

• Proven leadership experience in a customer service or call centre environment
• Experience managing teams (ideally 10+ people)
• Experience in FMCG, transport, logistics, or similar high-volume environments (e.g. retail distribution, warehousing, manufacturing,) would be highly regarded
• Strong problem-solving skills and ability to manage escalations
• Data-driven mindset with experience using reporting to drive decisions
• Excellent communication and stakeholder management skills
• Ability to prioritise and thrive in a fast-paced environment

Why You’ll Love Working With Us

We know our people are the key to our success, and we’re committed to creating a workplace you’ll love. Here’s what you can expect:

• Career growth and development – We’ve got countless success stories of team members who’ve grown their careers with us.
• A fun and rewarding culture – Enjoy team recognition, regular BBQs, social events, and site-wide celebrations.
• A genuine commitment to diversity, equity, and inclusion, including:
• - Bronze Employer for LGBTQ Inclusion (AWEI)
• - Ranked 45th globally in Equileap’s Top 100 for gender equity
• - Gender pay gap of under 5% (WGEA 2022–2023)
• Wellbeing support – Gold accreditation from Mental Health Australia, with on-site mental health first aiders
• Inclusive employee-led groups – Celebrate Pride, First Nations culture, and cultural diversity

Ready to make a difference?

Apply now and help us build a bright, sustainable future for independent retail.

Diversity, Equity & Inclusion

We know that great talent comes in many forms. Research shows that women and underrepresented groups often hesitate to apply unless they meet every requirement. If this role excites you but you don’t tick every box, we still encourage you to apply. Let’s have a conversation about your future at Metcash.

Work Location: In person