PRIMARY PURPOSE OF 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 clear 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
COMPETENCIES (ATTITUDE, SKILLS, TYPICAL QUALIFICATIONS & EXPERIENCE)
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
OTHER DETAILS
KPIs & SLAs:
Team adherence to SLAs and response timeframes
Quality and timeliness of escalation resolution
Accuracy and compliance across orders and transactions
Ticket backlog management and ageing reduction
Team engagement, capability uplift, and continuous improvement outcomes
The above specification is designed to be comprehensive; however, there will be times when the Job holder will be required to undertake tasks that are not covered. Should they be asked to undertake any of these tasks, they should be given appropriate instructions and assistance by the manager. This document is therefore not intended to limit the job holder's task and responsibilities in any way.

📌 Customer Service Team Leader (New South Wales)
🏢 Fresenius Medical Care
📍 New South Wales