Team Leader - Customer Service

About the role

Symbos, a customer experience and business services organisation operating across Australia, New Zealand, Fiji and the Philippines, is looking for experienced and developing leaders to join its growing team. As a Team Leader you will inspire and support your team to deliver outstanding service, drive performance and a culture of excellence, and act as the main point of contact for client queries.

Key responsibilities

• Lead and support the team to meet service goals, call quality standards and performance metrics through coaching, regular feedback and performance development plans.
• Create a positive, inclusive work environment that boosts engagement and reduces turnover and absenteeism.
• Monitor performance through dialer and system data, identify improvements and implement solutions that enhance service delivery.
• Resolve escalated inquiries and model empathetic, customer-first communication.
• Collaborate across departments to fix technical and people issues and streamline team processes.
• Use reporting and analysis to track team performance and share insights with leadership and clients.
• Ensure the team follows internal policies, with a focus on customer data protection.

Required profile

• Proven leadership experience or demonstrated strong leadership qualities, whether formally leading a team or in another role.
• Solid understanding of call centre systems, metrics and performance data.
• Proactive approach to team development.
• Strong organisational and time management skills.
• Inspirational, customer-centric, solution-oriented and adaptable mindset.

What we offer

• Free transport by bus to and from work, organised around key shift times.
• Monthly and annual perfect attendance bonuses.
• Performance incentives for meeting KPIs and goals, plus monthly and annual recognition awards.
• Service awards at key milestones.
• Additional annual leave for long-serving team members.