Customer Service Team Leader (Supermarkets)
AtMetcash, 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.
OurCustomer Service teamis 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 prospect for a passionateCustomer Service Team Leader (Supermarkets)to join our team at ourCrestmead 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 aPermanent Full-Timerole,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:
Ranked 45th globally in Equileap's Top 100 for gender equity
Gender pay gap of under 5% (WGEA *********)
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
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.
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📌 Customer Service Team Leader (Supermarkets) (Brisbane)
🏢 Metcash
📍 Brisbane