Customer Contact Centre Team Leader

Benefits

Pulled from the full job description

On-the-job training

Work from home

Paid volunteer leave

Employee assistance program

On-site parking

Full job description

Location:

Work from anywhere

Employment Type:

Full-Time Permanent

Department:

Digital - Contact Centre Management

Closing Date:

18 Jun 2025

After an internal promotion, we are looking for a reliable, friendly, and fast learning Customer Service superstar to step up in the Contact Centre team. As a Team Leader you'll guide a remote team that serves as the first point of contact for customers, acting as the lifeguard of the team—scanning for signs of distress, diving in during escalations, and ensuring smooth, supportive communication with all stakeholders. In this role, we are looking for someone with high attention to detail, strong communication skills and enthusiasm for change.

Your key responsibilities will include:

Foster a positive, high-performing team culture, using best practice strategies for remote teams

Model first class service and empower team members to create memorable, customer-centric experiences

Handle escalations, de-escalate customer enquiries with calm, constructive resolution strategies

Champion a learning mindset through delivering regular feedback, training, coaching and skill development

Use data-driven insights to inform decisions and improve performance

Be a change agent—constantly question the status quo to drive improvements

Recommend business improvements based on customer feedback and trends

Promote open, honest communication within the team

Be ready and available to provide timely support to your team, monitor team chat and Jira

Management duties including scheduling, timesheets, leave, regular meetings & employee relations

Action administrative tasks in our managers’ workflow system and oversee customer-focused inboxes

ABOUT YOU

To be successful in this role, you will need to have the following skills and experience:

Knowledge of CRM systems and their benefits

Remain calm under pressure

Enjoys helping a broad range of people to find the solutions they want

Proven experience managing a team of 4 or more

Ability to balance competing priorities and organise tasks to meet performance requirements

Strong background in customer service, preferably previous contact centre experience

Adaptable in a fast paced and changing work environment

Ability to thrive under pressure

Love learning new skills, programs and software’s

WHAT’S IN IT FOR YOU

Employee Benefits – Earn up to 5 days’ extra leave and enjoy sharing in the company bonus program after a qualifying period, free on-site parking and more!

Training & Development – On the job training to make you an expert in your area, internal career pathing opportunities, and study assistance options to help you complete a course or qualification.

Community & Wellbeing – Pickles proudly support local events and charities, enjoy paid volunteer leave and access our employee assistance program for you and your family.

Reward & Recognition – Cash vouchers & recognition awards for doing great work and celebration of long service.

ABOUT PICKLES

Since 1+64, Pickles has powered trusted marketplaces that bring people together, delivering value for everyone. We’re a service company striving to provide a consistent world-class experience and advice for our customers. We’re a people company because great people do and create great things together. We’re a technology & data company creating thriving marketplaces for our customers to connect and transact easily. We are the Australian leaders in asset remarketing across industrial, motor vehicles, salvage, general goods, mining, oil & gas, agriculture and more. Our major clients include the Australian government, state governments, local councils, fleet and lease companies, insurance companies, financial institutions, banks and not-for-profit organisations. Maintaining this breadth of expertise is made possible by the huge number of industry experts who work for Pickles across Australia. With over 850 specialist employees, Pickles boasts a truly national footprint across many important Australian industries.

If this position sounds like you, send your updated resume to us Pickles is committed to fostering a diverse and inclusive workforce. We strongly encourage Aboriginal and Torres Strait Islander peoples and people with diverse backgrounds to apply. Only suitable candidates will be contacted. Reference checks and criminal history checks will be conducted for the successful candidate.

Visit our website at www.pickles.com.au