Customer Service Team Leader

Lead, support and elevate a high-performing customer service team.

Why You’ll Love This Role

Key leadership role with real impact on the customer experience
Opportunity to coach and develop a frontline team
Be part of a collaborative, customer-first environment
Build your leadership capability within a growing business

About the Role

As our Customer Service Team Leader, you will play a critical role in ensuring the smooth day-to-day operation of the customer service team at our Berrinba location.

You’ll support the Senior Customer Service Team Leader by leading frontline staff, driving service excellence, and ensuring customer enquiries are managed effectively and efficiently.

This is a Monday - Friday position from 8am - 4.06pm

What You’ll Be Doing

Team Leadership & Coordination

Supervise and support Customer Service Representatives in daily operations
Allocate workloads and manage team rosters to ensure optimal coverage
Provide guidance on customer interactions and service expectations
Create a positive, high-performing, customer-focused team culture

Customer Service & Issue Resolution

Manage customer enquiries and complaints with professionalism and care
Resolve issues promptly, ensuring a customer-first approach in all interactions
Escalate complex matters where required

Performance & Development

Monitor team performance against service standards and KPIs
Provide coaching and regular feedback to drive continuous improvement
Support onboarding and development of new team members

Process & Reporting

Ensure adherence to service protocols and standard operating procedures
Maintain accurate records of interactions and performance metrics
Provide updates on team performance, risks and opportunities

What You’ll Bring

Previous experience in a customer service environment, ideally in a leadership role
Strong communication and interpersonal skills
Proven ability to lead, motivate and develop a team
Experience working with CRM systems and Microsoft Office
Excellent organisational skills with a proactive, problem-solving mindset
Background in hardware/trade - highly desirable

About Us

Built upon a foundation of old-school values since opening for business in 1958, Hardings Hardware is a leading choice for builders and renovators.

Our commitment to stocking the best brands at the lowest prices is renowned throughout the trade and matched by a commitment to providing exemplary customer service and product advice in everything we do.

Hardings Hardware service and deliver from its network of eight locations in Sydney, Melbourne, Brisbane and Adelaide with an extensive range of cooking appliances, hot water, heating, bathroom and laundry fittings, door furniture and building materials.

Hardings Hardware is part of TTHG (Total Tools Hardware Group) and a wholly owned entity of Metcash Limited.