Customer Care Team Leader

Your Opportunity

Lead, inspire and elevate a high-performing Customer Care team as our next Customer Care Team Leader. Based in Canning Vale, you’ll oversee a fast-paced team supporting key customers and internal stakeholders, playing a critical role in delivering consistent, high-quality service outcomes.

Working closely with Sales, you’ll drive customer satisfaction and commercial results while supporting site and branch engagement to ensure strong cross-functional alignment. This role is responsible for coaching and mentoring team members, managing day-to-day operations, and delivering strong performance against service and operational KPIs.

Your day-to-day

• Lead, motivate, and develop a team of Customer Care Consultants while fostering a positive, high‑performance culture
• Conduct regular 1:1s, coaching sessions, performance reviews, and manage team performance outcomes
• Collaborate closely with the Sales team to support customer outcomes, and drive engagement with site and branch stakeholders to ensure alignment across the business
• Support recruitment, onboarding, and workforce planning to build a strong and capable team
• Oversee daily workflows across telephony, email, and systems while allocating work to meet SLA targets
• Manage escalations and ensure timely resolution, while driving continuous improvement initiatives
• Build strong stakeholder relationships and support customers with complex enquiries, quoting, and solutions

What you’ll bring

• Proven experience in customer service (minimum 2 years), with team leadership or coaching capability
• Strong stakeholder engagement skills with the ability to build trusted relationships
• Ability to manage competing priorities in a fast-paced environment with sound decision-making skills
• Operational capability including Microsoft Office skills and understanding of contact centre environments (desirable)
• Commercial awareness and industry experience (industrial, MRO or PPE highly regarded)
• Customer-focused, results-driven, and proactive, with strong communication skills and a commitment to continuous improvement
• Understanding of contact centre operations and telephony systems

What's In It For You

• Opportunity to lead and shape a high-performing team in a collaborative, supportive environment
• Career development and progression opportunities within a business that values safety, people, and performance
• Permanent role, incentives & Wesfarmers share plans
• Exclusive Perks: Team Member discount card for Kmart, Bunnings, Target & Officeworks, FREE One Pass subscription & Wesfarmers discounted offers from over 400 retail partners
• Team events, celebrations, award recognition and prizes
• Employee Assistance Program: wellbeing support for you and your immediate family - covering counselling, coaching, financial advice, legal guidance, nutritional services, & more!
• Refer-A-Friend program – earn up to $2,000 for each referral!
• Ability to purchase up to 4 weeks’ additional annual leave
• Generous paid parental leave policy
• Free onsite parking and more!

NEXT STEPS

If you meet most of the criteria listed above and would like to be considered for this opportunity, please send your application today. We will be contacting suitable candidates as we receive them.

As part of our recruitment process and commitment to safety, you will be required to undertake background checks (which will include a pre-employment medical assessment involving drug & alcohol testing).

Blackwoods also promotes diversity and inclusion across our workplaces and encourages applications from all backgrounds, including people from Aboriginal and Torres Strait Islander communities, the LGBTQI+ community and people with disabilities.

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