At Return-It, recycling is in our DNA. As a wholly owned subsidiary of Re.Group, we are leaders in managing and facilitating operations that focus on recycling for the Container Deposit Schemes (CDS) in Australia. Convenient locations plus new technology enables a seamless recycling experience both at fully staffed depots and Express collection points.

At the heart of Re.Group is our focus on positive community impact. We collaborate with charities, private organisations, and the Government to benefit local communities.

As a National Customer Service Lead, you'll coordinate and support the customer service team across all states, ensuring customers receive a consistent, high-quality service experience. Your work will help ensure enquiries, complaints and service issues are responded to efficiently, professionally and within agreed service standards.

This role plays a key part in building a responsive, customer-focused support function. You'll monitor service performance, response times, case closure and escalations, while working closely with operations and support teams to resolve issues, identify recurring trends and improve the overall customer experience.

About the role:

Provide day-to-day supervision, coaching and support to the customer service team.

Monitor team workload, task allocation, open cases, escalations and service performance across all states.

Ensure customer enquiries are handled in a timely, professional and consistent manner.

Track customer service SLAs, response times, closure timeframes, aged cases and complaint resolution.

Prepare weekly reports covering response times, closure times, backlog, escalations, complaints and key trends.

Identify recurring customer issues and work with operations and support teams to drive practical improvements.

Follow through on actions arising from customer complaints, service failures or operational issues.

Support the development and maintenance of service standards, workflows, templates and response protocols.





Promote a customer-centric culture focused on responsiveness, accountability and quality resolution.

Ensure customer service records, case notes and reporting are accurate and up to date.

About you:

Experience in customer service, service delivery, contact centre operations or a similar customer support environment.

Previous experience supervising, coordinating or supporting a customer service team.

Strong understanding of service standards, SLAs, response times and case management workflows.

Ability to monitor performance, identify trends and provide transparent reporting and commentary.

Strong communication and stakeholder engagement skills.

A practical, solutions-focused approach to resolving customer issues.

Strong attention to detail and ability to manage competing priorities.

Confidence working with operations, site teams and support functions to close out customer issues.

A genuine commitment to improving customer experience and service quality.

Experience working in a multi-site or national operating workplace will be highly regarded.

Why us?

Access to exclusive discounts and benefits at over 500 retailers across Australia, enhancing your lifestyle and wellbeing.

Attractive salary package.

Access to our Employee Assistance Program (EAP).

Novated car leasing.

Multiple career paths and advancement opportunities.

The opportunity to work towards our vision of creating a wasteless society.

At Re.Group, we celebrate diversity, equity, and inclusion. Our commitment is to foster working environments that embrace everyone, ensuring fair and respectful treatment for all.

We actively encourage applications from Aboriginal and/or Torres Strait Islander peoples, veterans, individuals with disabilities, individuals of all gender identities, those in mature age and early careers, members of the LGBTIQA+ community, and individuals from diverse cultural backgrounds. Your unique perspective and experience are valued here. Come be a part of our inclusive community at Re.Group.

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📌 National Customer Service Lead (Monash)
🏢 Re.Group
📍 Monash