Customer Care Team Leader

• Lead & develop a passionate Customer Care team
• Drive service excellence & operational success
• Grow your leadership career in a dynamic environment
  
  

At LifeHealthcare we believe Australian and New Zealand healthcare professionals and patients should have access to world-leading medical devices, whilst ensuring long-term economic sustainability within the healthcare system. As a leading independent distributor of medical technology, we bring innovative medical solutions to healthcare professionals by partnering with world leading companies who share our vision for innovation and making a real difference to people’s lives.

Our passion is health, and our purpose is helping to make life better for others. As an organisation, we are guided by a set of values - Accountable, Agile, Authentic and Customer Centric that define our character and culture. We encourage and support employees to live our values every day, whilst offering a range of benefits including health insurance discounts, career opportunities across the EBOS Medical Technology Division, generous parental leave, employee referral programs, employee share program, opportunity to purchase leave, volunteer leave, flexible work arrangements, recharge days and financial rewards for individual and company performance.

LifeHealthcare is looking for an experienced Customer Care Team Leader in Macquarie Park to guide, lead and inspire the Customer Care Team.

Challenge and inspire the team as they interact with customers and internal stakeholders and to foster a culture of excellence.

The Team Leaders role is to create a supportive, collaborative, and accountable environment that promotes the ongoing development of our people and processes. To ensure the effectiveness of the team by assisting in the training of new team members and the ongoing training and development of existing team members.

We're Looking For Someone Who

• Champions a customer-first culture—leading by example to ensure exceptional service, proactively resolving (or escalating) issues, and driving continuous improvement
• Inspires and develops a high-performing team—mentoring, coaching, and supporting Customer Care Consultants and Seniors to build their skills and confidence
• Drives results with data and insights—leveraging system reports to monitor performance, identify trends, and take action to meet customer expectations
• Fosters collaboration and teamwork—building strong networks across teams, assisting other leaders, and ensuring department-wide success
• Leads change and innovation—proactively identifying opportunities for process improvements and implementing best practices
• Prioritises people and wellbeing—creating a supportive work environment where team members feel valued, safe, and empowered to thrive
  
  

You'll be responsible for:

• Leading and embedding a customer-first culture by ensuring customer inquiries are handled efficiently, resolving issues, and driving service excellence
• Providing hands-on leadership and coaching to Customer Care Consultants and Seniors, guiding them through complex situations and fostering skill development
• Managing team performance through data and insights, tracking key metrics, addressing challenges, and taking action to meet KPIs and SLAs
• Driving operational efficiency by reviewing and optimizing processes, implementing best practices, and ensuring smooth workflows
• Conducting regular team check-ins, including one-on-one meetings, daily huddles, and performance reviews to support team success
• Ensuring the wellbeing and development of your team, maintaining a safe and supportive work environment while fulfilling duty-of-care responsibilities
  
  

And to be successful you’ll need:

• Proven leadership experience in customer service, with at least 3 years as a Team Leader or 4 years as a Senior Customer Care Consultant within industry
• Strong people management skills, including coaching, motivating, and developing teams while ensuring effective onboarding, training, and performance management
• A strategic and results-driven mindset, with the ability to set objectives, monitor team performance, manage staffing and leave, and drive operational efficiency while ensuring compliance
  
  

LifeHealthcare is a company of the EBOS Medical Technology Business Unit which also includes Australian Biotechnologies (allograft manufacturing), Cryomed (aesthetics) and Transmedic (South-East Asia MedTech distribution). The mission of EBOS Medical Technology is to provide life-changing medical solutions to patients across Asia-Pacific. We have over 1,000 employees in the division, with exposure across 9 different countries. This gives us the opportunity to impact a greater number of patients and provide employees with a richer career experience through exposure to various market and therapeutic areas of medical technology.

If this all sounds like something you want to be a part of, APPLY now and watch your career grow!