Metcash

Customer Service Team Leader – Supermarkets

Metcash

full-time

Posted on:

Location Type: Office

Location: Crestmead • 🇦🇺 Australia

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Job Level

Senior

About the role

  • Manage daily operations of the customer call centre, ensuring smooth workflows and timely order processing.
  • Lead and develop the Customer Service team, including training, performance management, and succession planning.
  • Maintain strong relationships with internal and external stakeholders to deliver exceptional service.
  • Handle escalations and complex issues, providing guidance and effective resolutions.
  • Oversee CRM system management and ensure accurate data for efficient case resolution.
  • Monitor and report on KPIs, trends, and service performance; drive continuous improvement initiatives.
  • Implement process improvements, including automation and conversion of manual tasks to digital solutions.
  • Promote safety and compliance, ensuring adherence to workplace safety standards and policies.

Requirements

  • Intermediate MS Office and Excel skills, including formulas, formatting, mail merge, and pivot tables.
  • Strong verbal and written communication skills for clear and professional interactions.
  • Ability to prioritize and meet deadlines, ensuring team and business objectives are achieved.
  • Proven problem-solving skills with attention to detail and follow-through to resolution.
  • Proactive issue identification and management, handling escalations effectively.
  • Excellent writing and editing skills for producing clear, accurate information for diverse audiences.
  • Sound decision-making and logical thinking, able to perform under pressure in a fast-paced environment.
  • Ability to adhere to policies and communicate requirements effectively to staff.
Benefits
  • Extra Leave: Enjoy a 5th week of annual leave, 2 well-being days, plus 1 volunteer day annually
  • Career Growth: Endless learning and development opportunities
  • Parental Leave: 12 weeks of gender-neutral paid leave for primary carers
  • Inclusive Culture: Bronze Employer for LGBTQ Inclusion
  • Neutral Pay Gap: Gender pay gap under 5% (WGEA 2024–2025)
  • Mental Health: Gold accreditation by Mental Health Australia
  • Flexibility: Flex Ready and Family Friendly Workplace accredited

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
MS OfficeExcelformulasformattingmail mergepivot tablesCRM system managementdata analysisprocess improvementautomation
Soft skills
communication skillsproblem-solving skillsattention to detailproactive issue identificationdecision-makinglogical thinkingability to prioritizeteam leadershipperformance managementrelationship management