About the role

To lead, support, and develop the Customer Service team while ensuring consistent, high-quality service delivery across orders, enquiries, and issue resolution. The role is accountable for day-to-day operational oversight, escalation management, ticket flow, and team performance in line with agreed KPIs, SLAs, and business objectives.

Key responsibilities

Team Leadership & Daily Operations

· Lead and support the Customer Service team in day-to-day operational activities.

· Conduct daily team huddles to review workload, priorities, risks, and service commitments.

· Allocate and manage work across the team to ensure balanced workloads and SLA adherence.

· Act as the first point of escalation for complex customer issues and internal queries.

· Provide coaching, guidance, and on-the-job support to team members

Escalations & Ticket Management

· Own and manage escalated customer enquiries, complaints, and service issues through to resolution

· Oversee the customer service inbox and ticketing system to ensure tickets are prioritised, progressed, and closed within agreed SLAs

· Monitor ticket queues and ageing, identifying risks and reallocating work where required

· Ensure explicit documentation, communication, and handover of escalated cases

Order, Transaction & Process Oversight

· Provide oversight of all order types, credits, debits, RGAs, FOC orders, and demo coordination

· Support resolution of delivery blocks, billing blocks, and complex order or invoice issues

· Ensure adherence to internal controls, approvals, and quality standards

· Act as a point of contact for cross-functional stakeholders (logistics, finance, sales, operations)

Complaint & Issue Management

· Review and manage customer complaints,



ensuring timely investigation, escalation, and closure

· Support root cause analysis and corrective actions for recurring issues

· Ensure complaint handling aligns with internal procedures and quality requirements

Performance, KPIs & SLAs

· Monitor individual and team performance against agreed KPIs and SLAs

· Identify performance gaps and implement corrective actions where required

· Support the Customer Service Manager with performance reporting and insights

· Drive accountability for service quality, accuracy, and timeliness

Project Work & Continuous Improvement

· Lead or participate in customer service–related projects and improvement initiatives

· Identify process inefficiencies and drive continuous improvement across systems and workflows

· Support implementation of new processes, tools, and system enhancements

· Contribute to documentation, training, and change management activities

OH&S;, Compliance & Governance

· Support OH&S; requirements and act as an escalation point for team-related safety concerns

· Ensure team compliance with policies, procedures, and regulatory obligations

· Promote a culture of accountability, safety, and continuous improvement

Additional Responsibilities

Undertake additional duties as reasonably required by the Customer Service Manager in support of operational and business objectives

About you

- Proven experience in a customer service leadership or senior customer service role

- Robust people leadership, coaching, and escalation management skills

- Ability to manage competing priorities in a fast-paced operational environment

- Strong problem-solving and stakeholder management capability

- Experience with ERP systems (e.g. SAP) and ticketing/workflow tools preferred

📌 Customer Service Team Leader (Macquarie Park)
🏢 AUS Fresenius Medical Care Australia
📍 Macquarie Park