Job Description

Are you wanting to work for an organisation that values their people, invests in communities and has a commitment to our environment? Do you share a passion for maintaining a continual focus on Making a Difference with Real Care to customers and employees? If this sounds like you, then we have your next opportunity.

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Lead, inspire and drive performance in a role that genuinely shapes customer experience and commercial outcomes.

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O'Brien Glass is seeking a Customer Solutions Team Leader to lead a high‐performing team within our Customer Solutions Centre. This is a pivotal leadership role where you'll translate strategy into action—driving sales growth, operational efficiency, and customer delight, while building a highly engaged team culture.

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If you're a people‐focused leader with a passion for sales, service excellence, and continuous improvement, this is your opportunity to make a real impact at an iconic Australian brand.

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Why Join O'Brien?

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At O'Brien, our people are at the heart of everything we do. As a Team Leader, you'll be trusted to lead, influence, and develop talent while contributing to the ongoing success of our business.

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You'll benefit from:

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- A leadership role with real impact on business performance
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- The chance to develop and grow future leaders
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- Ongoing learning, development, and career progression
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- The chance to work with an iconic Australian brand committed to excellence
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About the Role

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As a Customer Solutions Team Leader, you will lead a team of Customer Solutions Consultants to consistently achieve sales, service, and efficiency targets aligned to O'Brien's broader business strategy.

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Please note:

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This role will require one late shift per month, along with the possibility of occasional weekend work to support business requirements.

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You'll be accountable for:

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- Driving a high‐performance, customer‐centric culture




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- Coaching and developing consultants to deliver world‐class results
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- Implementing strategic and tactical initiatives that improve sales growth, efficiency, and customer outcomes
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- Working closely with operational and leadership teams to optimise customer interactions and business performance
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Key Responsibilities

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Leadership & Team Engagement

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- Lead, coach, and develop a high‐performing Customer Solutions team
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- Build a strong, engaged culture through recognition and regular feedback
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- Deliver team meetings that inspire, inform, and build sales capability
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- Drive performance and change through clear expectations and leadership by example
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Work & Performance Management

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- Manage resourcing to achieve individual and team sales targets
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- Coach consultants in O'Brien sales skills and performance behaviours
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- Monitor call volumes, workflows, and productivity to optimise outcomes
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- Review performance data, provide feedback, and manage KPI attainment
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- Identify and implement improvements across people, processes, and systems
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- Collaborate with peer Team Leaders and senior stakeholders
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- Contribute to Customer Solutions Centre strategy and future planning
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- Ensure customer interactions deliver strong outcomes for customers and the business
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What We're Looking For

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Essential Experience & Attributes

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- Demonstrated leadership experience with a track record of managing team performance and engagement
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- Customer‐centric mindset with a passion for exceptional service
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- Results‐driven, resilient, and energetic approach
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- Solid organisational, time‐management, and administrative skills
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- Ability to simplify complex information and influence others
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- Excellent interpersonal, negotiation, and conflict‐resolution skills
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- Solutions‐focused and confident driving change in a fast‐paced environment
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Your Impact

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In this role, you'll help shape the performance, culture, and future success of the Customer Solutions Centre—developing talent, inspiring results, and delivering experiences that keep customers coming back to O'Brien.

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Ready to Lead and Make a Difference?

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If you're a motivated leader who thrives on helping people succeed and driving solid business outcomes, we'd love to hear from you.

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If you meet the above criteria and you're seeking a rewarding career with a nationally recognised household brand, then we would love to hear from you.

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At O'Brien, we put our customer at the heart of everything that we do, serving more than 360,000 Customers each year, 24 hours a day, 7 days a week, 365 days a year. O'Brien is also part Belron, worldwide leader in vehicle glass repair, replacement and recalibration services, operating in 40 countries across 6 continents

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Privacy:

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To review and consider your application, O'Brien collects personal information. To understand what is collected and why, carefully review the Applicant Privacy Notice presented during your online application and/or review our Privacy Policy and Terms of Use.

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Agencies:

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O'Brien does not accept unsolicited resumes or outreach from recruiting agencies. Absent a signed agreement and approval from O'Brien to submit candidates to a specific requisition, we will not approve payment to any third party.

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📌 Contact Centre Team Leader (New South Wales)
🏢 O'Brien Glass Industries
📍 New South Wales