PRIMARY PURPOSE OF THE ROLETo 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 RESPONSIBILITIESTeam Leadership & Daily OperationsLead 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 membersEscalations & Ticket ManagementOwn and manage escalated customer enquiries, complaints, and service issues through to resolutionOversee the customer service inbox and ticketing system to ensure tickets are prioritised, progressed, and closed within agreed SLAsMonitor ticket queues and ageing, identifying risks and reallocating work where requiredEnsure clear documentation, communication, and handover of escalated casesOrder, Transaction & Process OversightProvide oversight of all order types, credits, debits, RGAs, FOC orders, and demo coordinationSupport resolution of delivery blocks, billing blocks, and complex order or invoice issuesEnsure adherence to internal controls, approvals, and quality standardsAct as a point of contact for cross-functional stakeholders (logistics, finance, sales, operations)Complaint & Issue ManagementReview and manage customer complaints, ensuring timely investigation, escalation, and closureSupport root cause analysis and corrective actions for recurring issuesEnsure complaint handling aligns with internal procedures and quality requirementsPerformance,



KPIs & SLAsMonitor individual and team performance against agreed KPIs and SLAsIdentify performance gaps and implement corrective actions where requiredSupport the Customer Service Manager with performance reporting and insightsDrive accountability for service quality, accuracy, and timelinessProject Work & Continuous ImprovementLead or participate in customer service–related projects and improvement initiativesIdentify process inefficiencies and drive continuous improvement across systems and workflowsSupport implementation of new processes, tools, and system enhancementsContribute to documentation, training, and change management activitiesOH&S;, Compliance & GovernanceSupport OH&S; requirements and act as an escalation point for team-related safety concernsEnsure team compliance with policies, procedures, and regulatory obligationsPromote a culture of accountability, safety, and continuous improvementAdditional ResponsibilitiesUndertake additional duties as reasonably required by the Customer Service Manager in support of operational and business objectivesCOMPETENCIES (ATTITUDE, SKILLS, TYPICAL QUALIFICATIONS & EXPERIENCE)Proven experience in a customer service leadership or senior customer service roleStrong people leadership, coaching, and escalation management skillsAbility to manage competing priorities in a rapid-paced operational environmentStrong problem-solving and stakeholder management capabilityExperience with ERP systems (e.g. SAP) and ticketing/workflow tools preferredOTHER DETAILSKPIs & SLAs:Team adherence to SLAs and response timeframesQuality and timeliness of escalation resolutionAccuracy and compliance across orders and transactionsTicket backlog management and ageing reductionTeam 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