Job Description

The organisation

People2people are excited to be partnering with a well‑established and growing organisation supplying quality products and solutions across the hospitality and commercial sectors. With a strong reputation built on service, reliability and long‑term customer partnerships, they continue to invest in their people, processes and future growth. As a result, an opportunity has arisen for an experienced Customer Service Team Leader to join the Brisbane operation.

The opportunity

Reporting directly to the Branch Manager, you will lead a customer service team focused on delivering exceptional customer experiences while driving continuous improvement across operations. You’ll coach and develop your team, optimise processes, strengthen stakeholder relationships and remain connected to the day‑to‑day operation to ensure service standards remain high. Working closely with Sales, Account Management and Operations, you’ll play a key role in creating a customer‑centric culture that supports both business growth and team success.

Selection criteria

- Experience leading or supervising a busy customer service team
- A proactive and solutions‑focused leadership style
- Strong stakeholder engagement and relationship‑building capabilities
- Experience supporting sales functions and customer accounts
- Confidence working with ERP and CRM systems
- A commitment to delivering exceptional customer experiences
- Join a successful Australian business experiencing sustained growth
- Work alongside supportive and approachable leadership
- Genuine opportunity to influence processes and contribute to business improvement
- Stable, long‑term career opportunity with a respected market leader
- Collaborative team environment where your input is valued
- Competitive salary package plus additional employee benefits
- Convenient Wacol location with onsite parking

If you are a customer service leader who enjoys developing people, improving performance and creating outstanding customer experiences, we would love to hear from you.

If you require reasonable adjustments during the recruitment process, please contact your recruitment consultant so we can support your needs.

At Toll, we do more than just logistics – we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge – big or small.



We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post –

Government & Defence provides specialised logistics expertise, including relocation services. We work with clients at all levels of government to deliver an extremely diverse range of logistics solutions – from the distribution of healthcare products, managing the relocation of their employees, delivering fleets of government vehicles, through to helicopter rescue services.

The Prospect - Customer Service Team Leader (12 month FTC - Mat leave coverage).

We’re seeking an experienced Customer Service Team Leader to lead and develop a high‑performing team within our National Customer Contact Centre in Brisbane. In this role, you’ll drive service excellence, coach and develop consultants, manage escalations, and ensure customers receive an outstanding end‑to‑end relocation experience.

This is an exciting opportunity for a people‑focused leader who thrives in a fast‑paced environment and enjoys balancing team leadership, customer outcomes, service improvement and stakeholder engagement.

As the Customer Service Team Leader you will:

- Lead, coach and develop a team of Customer Contact Centre Consultants to achieve service and performance outcomes.
- Monitor KPIs, service levels and operational performance, identifying opportunities for improvement.
- Manage customer escalations, complaints and service recovery activities.
- Foster strong relationships with customers, Defence stakeholders and internal teams.
- Support reporting, operational projects and continuous improvement initiatives.
- Promote a strong safety culture and lead by example across the team.

About You

To be successful, you’ll bring:

- Previous experience leading teams within a contact centre or customer service environment.
- Strong people leadership capabilities, including coaching, performance management and employee development.




- Experience managing customer escalations and delivering exceptional customer outcomes.
- Knowledge of contact centre technologies and workforce performance metrics.
- Advanced communication, stakeholder management and problem‑solving skills.
- Must be an: Australian Citizen or Permanent Resident

Why Toll?

- Join a purpose‑driven team supporting Australian Defence Force members and their families.
- Lead a team where customer experience and service excellence are at the heart of what we do.
- Opportunity to influence processes, continuous improvement initiatives and team performance.
- Be part of a global organisation committed to safety, accountability, teamwork and innovation.
- Hybrid arrangement – Office Located in Edwards St, Brisbane.

Be Connected. Be Supported. Be Part of Something Bigger.

Toll is proud to welcome Aboriginal and Torres Strait Islander peoples and invites applications from Indigenous candidates for roles within our Managed Services division. We recognise the value of diverse perspectives and are committed to fostering an inclusive and culturally safe workplace.

What moves you?

At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry‑leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.

Are you excited about this role but are concerned you don’t meet all the requirements? If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll, we value a diverse, inclusive and authentic workplace, so if you’re interested in this role but your past experience doesn’t align perfectly

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