An exciting opportunity exists to join one of Australia's high growth private businesses. COS is a family owned and run Aussie business made up of a community of like‐minded people working towards a common goal. Our purpose is to keep Australian workers, patients and students healthy, safe and productive by providing products. Why? So we can deliver on our pledge to donate 1% of total revenue to everyday Australians through the Lyone Foundation.
About The Role
Reporting to the National Customer Experience Manager, you will lead, coach, and develop a team of Customer Service Representatives, fostering a high-performance culture focused on consistently exceeding customer expectations and delivering exceptional service.
Key Responsibilities
Lead, coach, and motivate a team of Customer Service Representatives to achieve performance targets
Provide ongoing coaching, feedback, and training to enhance customer service skills and outcomes
Manage and resolve complex or escalated customer enquiries
Monitor daily operations to ensure service levels and KPIs (response times, resolution, customer satisfaction) are consistently met
Track and analyse team performance metrics including call volume, handling time, and first call resolution
Prepare and communicate regular performance reports to the team
Conduct one‐on‐one meetings, probation reviews, and support individual development plans (PDPs)
Identify training needs and partner with management to implement continuous improvement initiatives
About You
Proven leadership and coaching experience with at least 3 years in a high‐volume, fast‐paced customer service environment
Strong communication, interpersonal, and stakeholder engagement skills, with the ability to influence outcomes
Demonstrated ability to lead, motivate, and drive team performance and change
Excellent problem‐solving, decision‐making,



and continuous improvement mindset
Highly organised with strong time management skills and ability to manage competing priorities under pressure
Advanced computer literacy, including CRM systems (e.g. Genesys), with strong attention to detail and analytical capability
Benefits of working with COS
Flexible hybrid workplace
Annual employee incentive schemes
Generous Reward and Recognition programs
Commitment to professional development with ongoing training and career development opportunities
Access to free Mental Health programs
Birthday, Paid Parental Leave and Purchase Leave available
Convenient location with free onsite parking
Modern onsite gym
Employee discounts on full product range
Opportunity to participate in community welfare and charity initiatives
Novated Lease / Salary Sacrifice for electric vehicles available
More about COS
When you join COS, you'll be working for a growing, socially responsible organisation who provides equal employment opportunities to a talented and diverse team of passionate people, who live and breathe our 6 core values - Passionate, Results Driven, Innovative, Service Excellence, Self‐Reflective, and Family. Together, we work towards finding new and original ways to deliver on our Company Purpose: Keep Australian Workers Healthy, Secure and Productive.
Through the success of our business, COS has been proud to give back over $20 million to community through the Lyone Foundation. Each year through the Lyone Foundation, COS supports Australian charities who are focused on human welfare and are underfunded, allocating 1% of annual revenue to the foundation each year.
Founded in ****, COS is the largest Australian owned and operated national office products business. With over 700 employees located across every State of Australia, COS are leaders in our industry, and we're ready to welcome you onboard!
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📌 Customer Service Team Leader Lidcombe, Nsw (Sydney)
🏢 Complete Office Supplies Pty
📍 Sydney