Job Description
Service Centre Team Leader | Mon to Fri 38 hours | Balcatta Support Centre
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Full time
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Job Family: Corporate Services
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Sodexo is a global leader in Quality-of-Life services, partnering with organisations across Australia to deliver exceptional food, facilities management, and workplace experience solutions. With a strong presence in corporate, resources, healthcare, and education sectors, we're driven by our purpose to improve quality of life for all we serve — and that starts with building a team who shares our passion for people.
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Do you have a passion for customer service and an interest in facilities management? Join our team!
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We're seeking a confident, people-focused Service Centre Team Leader to join Sodexo's Command Centre at our Regional Support Centre in Balcatta.
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This is a permanent, full-time position working 38 hours per week, Monday to Friday. As our Command Centre operates 24/7, 365 days a year, candidates need to be able to support the team's rostering requirements.
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Are you a natural leader who thrives in a fast-paced, high-volume environment? In this role, you'll drive exceptional service delivery from the moment a request is received through to work order completion — leading a team that manages service requests across multiple systems and a broad range of contracts.
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You'll act as the vital link between our Command Centre, internal Sodexo stakeholders, and external clients, customers and vendors, ensuring every request is handled efficiently, accurately, and with genuine care.
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What you'll do
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Drive service excellence: maintain consistent service delivery across all supported Sodexo contracts, ensuring compliance with SLAs and 24/7 roster coverage requirements
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Lead team performance: manage resourcing, coach the team, and monitor individual and group performance against set targets, identifying training needs as they arise
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Develop your people: deliver onboarding, refresher, and process-related training,



and support ongoing professional development through regular 1:1s, workshops and team-building activities
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Own quality and continuous improvement: evaluate interactions and request handling to measure performance quality, maintain scorecards and knowledge surveys, and recommend improvements to processes and systems
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Resolve and escape effectively: investigate issues, manage complaints and escalations, and engage the right stakeholders through to resolution — identifying trends to address root causes and knowledge gaps
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Report and document: report on Service Centre performance metrics to regional/country leadership and maintain accurate, current process documentation and scripting
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Lead from the front: jump in to support call handling and request processing during peak periods, providing hands-on guidance and expertise to the team and internal customers
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Minimum 2 years leading teams within a customer service or call centre environment, with a track record of coaching and training others to deliver a consistent customer experience
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Demonstrated ability to empower and drive team performance, fostering high standards of individual and collective service excellence
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Expert-level customer focus with the ability to manage a multi-skilled function across multiple contracts, anticipating needs and building strong relationships across departments
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Strong verbal and written communication skills, paired with the interpersonal ability to identify and support diverse stakeholder needs
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A pragmatic, solutions-focused mindset with strong problem-solving skills and a genuine sense of urgency in resolving escalations and issues
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Skilled in reporting and data analysis to spot trends, uncover opportunities, and accurately measure and optimise service performance
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Why Sodexo?
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Join a global team that's redefining quality of life services. At Sodexo, you'll be supported to grow your career, backed by a team that values collaboration, care and continuous improvement.
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📌 Service Centre Team Leader | Mon To Fri 38 Hours | Balcatta Support Centre (Perth)
🏢 Sodexo
📍 Perth