Job Description

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Beaumont Tiles is looking for an experienced National Customer Service Team Leader to lead our Delivery and Installation customer service team based in Derrimut.

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Managing a team of 10, you will bring clarity, consistency and solid leadership to a busy national operation.

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This is a hands-on leadership role for someone who enjoys coaching people, improving performance and bringing teams together around shared customer and business outcomes.

The Role n

As the National Customer Service Team Leader, you will be responsible for the day-to-day leadership and performance of the team, ensuring customer enquiries, delivery and installation matters, and escalations are managed effectively.

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You will create clear expectations, use service metrics to guide performance and work closely with teams across the business to improve the overall customer experience.

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Your key responsibilities will include:

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- Leading, coaching and developing a national team of 10
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- Creating clear structure, priorities and accountability across the team
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- Monitoring KPIs, ageing reports and customer service metrics
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- Managing escalated customer matters and supporting difficult conversations
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- Identifying service gaps and implementing practical improvements
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- Building consistent processes and ways of working
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- Improving team productivity, responsiveness and service outcomes
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- Partnering with Sales, Warehousing, Planning, Finance and Installation teams
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- Providing clear updates on performance, risks and customer issues
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- Building accountability while allowing team members to take ownership
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About You n

You are a confident and approachable leader who can balance people, performance and customer outcomes. You know how to set expectations,



have constructive conversations and support your team without micromanaging them.

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Most importantly, you are passionate about developing people, building capability and empowering your team to succeed.

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To be successful in this role, you will bring:

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- Proven experience leading an operational or customer service team
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- Strong coaching and people development capability, including supporting underperforming team members to achieve improved results
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- Experience improving team performance using KPIs, service metrics and operational data
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- The ability to coach underperformance and build capability through clear development plans
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- A strong sense of accountability and ownership, focusing on solutions rather than blame
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- A structured leadership approach, including regular one-on-ones, coaching conversations and team development activities
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- Confidence handling escalations and challenging customer situations
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- Strong stakeholder management skills across operational teams
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- A demonstrated ability to improve service, processes or productivity
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- Excellent communication, organisation and problem-solving skills
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- A practical, calm and accountable leadership style
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Why Join Beaumont Tiles? n

This is an opportunity to make a genuine impact on the way our customers experience delivery and installation services across the country.
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We're looking for a leader who develops capability, uses data to drive performance, and fosters accountability through coaching and development.

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If you're passionate about building high-performing teams and delivering exceptional customer outcomes, we'd love to hear from you.

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📌 National Customer Service Team Leader (Melbourne)
🏢 Beaumonts
📍 Melbourne