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
- 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
- Strong people leadership, coaching, and escalation management skills
- Ability to manage competing priorities in a fast-paced operational workplace
- Strong problem-solving and stakeholder management capability
- Experience with ERP systems (e.g. SAP) and ticketing/workflow tools preferred

Fresenius Medical Care is the world's largest integrated provider of products and services for individuals undergoing dialysis. As a vertically integrated company, we provide a complete solution for people with chronic kidney failure – from research and development to manufacturing our dialysis products to providing complete therapy options within our own clinics. Fresenius Medical Care provides integrated services in over 120 countries, which includes 3,421 dialysis clinics and 40 production sites worldwide.

In Australia, Fresenius Medical Care has been caring for patients undergoing dialysis as a result of chronic kidney failure for more than a decade.

Fresenius Medical Care is the world's largest integrated provider of products and services for individuals undergoing dialysis. As a vertically integrated company, we provide a complete solution for people with chronic kidney failure – from research and development to manufacturing our dialysis products to providing complete therapy options within our own clinics. Fresenius Medical Care provides integrated services in over 120 countries, which includes 3,421 dialysis clinics and 40 produ

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