Customer Service Team Leader
Fresenius Medical Care · Macquarie Park
PRIMARY PURPOSE OF THE ROLE
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
Project Work & Continuous Improvement
- 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
COMPETENCIES (ATTITUDE, SKILLS, TYPICAL QUALIFICATIONS & EXPERIENCE)
- 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 environment
- Strong problem-solving and stakeholder management capability
- Experience with ERP systems (e.g. SAP) and ticketing/workflow tools preferred
OTHER DETAILS
KPIs & SLAs:
- Team adherence to SLAs and response timeframes
- Quality and timeliness of escalation resolution
- Accuracy and compliance across orders and transactions
- Ticket backlog management and ageing reduction
- Team engagement, capability uplift, and continuous improvement outcomes
The above specification is designed to be comprehensive; however, there will be times when the Job holder will be required to undertake tasks that are not covered. Should they be asked to undertake any of these tasks, they should be given appropriate instructions and assistance by the manager. This document is therefore not intended to limit the job holder’s task and responsibilities in any way.
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