An exciting chance 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 RoleReporting 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 ResponsibilitiesLead, coach, and motivate a team of Customer Service Representatives to achieve performance targetsProvide ongoing coaching, feedback, and training to enhance customer service skills and outcomesManage and resolve complex or escalated customer enquiriesMonitor daily operations to ensure service levels and KPIs (response times, resolution, customer satisfaction) are consistently metTrack and analyse team performance metrics including call volume, handling time, and first call resolutionPrepare and communicate regular performance reports to the teamConduct one‐on‐one meetings, probation reviews, and support individual development plans (PDPs)Identify training needs and partner with management to implement continuous improvement initiativesAbout YouProven leadership and coaching experience with at least 3 years in a high‐volume, fast‐paced customer service environmentStrong communication, interpersonal, and stakeholder engagement skills, with the ability to influence outcomesDemonstrated ability to lead, motivate, and drive team performance and changeExcellent problem‐solving, decision‐making,



and continuous improvement mindsetHighly organised with strong time management skills and ability to manage competing priorities under pressureAdvanced computer literacy, including CRM systems (e.g. Genesys), with strong attention to detail and analytical capabilityBenefits of working with COSFlexible hybrid workplaceAnnual employee incentive schemesGenerous Reward and Recognition programsCommitment to professional development with ongoing training and career development opportunitiesAccess to free Mental Health programsBirthday, Paid Parental Leave and Purchase Leave availableConvenient location with free onsite parkingModern onsite gymEmployee discounts on full product rangeOpportunity to participate in community welfare and charity initiativesNovated Lease / Salary Sacrifice for electric vehicles availableMore about COSWhen 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, Safe 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 (New South Wales)
🏢 Complete Office Supplies Pty
📍 New South Wales