Customer Care Floor Lead

We are seeking an experienced and customer-focused Customer Care Leader to provide day-to-day leadership and operational support to our Customer Care Officers, specifically in the CET (Customer Establishment Team) / Credits space within the Centre of Excellence. This role is critical in ensuring the delivery of high-quality customer service, effective case management, and achievement of service level and performance targets.

As the first point of escalation for frontline issues, you will play a key role in complaint resolution, coaching and developing team capability, and driving consistent adherence to systems, processes, and customer service standards.

Key Responsibilities

Team Leadership & Support

• Provide daily supervision, coaching, guidance, and support to Customer Care Officers in the CET and Credits teams
• Lead daily team huddles to communicate priorities, service focus areas, and operational updates
• Act as the first point of escalation for team queries, complaints, and service exceptions
• Support capability development through feedback, coaching, and training initiatives

Customer Service & Complaint Resolution

• Deliver professional and responsive customer service across phone, email, and digital channels – to both internal and external stakeholders
• Investigate and resolve complaints and service failures within agreed SLA timeframes
• Identify and share frontline insights and continuous improvement opportunities with leadership teams

Operational & Systems Management

• Supervise daily workloads, case queues, and team priorities to maintain service levels
• Support effective resource utilisation and workload management
• Provide guidance and troubleshooting support for Salesforce/CRM and telephony systems
• Act as a systems super-user and key support resource for frontline staff
• Conduct quality reviews and ensure compliance with processes and service standards
• Contribute to productivity, quality, and customer experience outcomes

About You

You are a proactive and solutions-focused customer service/administration professional with strong leadership capability and experience operating in fast-paced service environments.

Skills & Experience

• Experience within a customer service or transactional administration environment
• Previous informal or formal leadership experience
• Strong complaint handling, conflict resolution, and problem-solving skills
• Experience using CRM systems such as Salesforce and case management platforms
• Ability to manage competing priorities and adapt in a fast-paced environment
• Experience supporting training rollouts, process improvements, or change initiatives

Knowledge & Capability

• Understanding of customer service standards, quality frameworks, and SLA management
• Knowledge of CRM/case management systems and telephony platforms
• Strong understanding of operational workflows and end-to-end service delivery
• Excellent communication, coaching, and prioritisation skills
• Customer-focused mindset with strong accountability for service outcomes
• Continuous improvement orientation and commitment to service excellence

About Us

Join us at Cleanaway and contribute to making a sustainable future possible, together.

We transform waste into resources and renewable energy.  When you start to think of waste as a resource, it opens a world of possibilities.

As a high growth, ASX listed organisation with over 10,000 employees, our goal is to be recognised by our customers as the most innovative and sustainable waste management company with industry leading HSE performance.  We are Australia’s largest company in this sector, providing essential services to millions of customers and communities nationally.

Why join Cleanaway? 

• Competitive salary package
• Flexible working arrangements
• Career opportunities in a high growth, Australian business
• Supportive and safe work environment
• Paid parental leave
• Great company benefits: Employee share program, company discounts, salary packaging, flu vaccinations, EAP, discounts on private health insurance and more.

Our Process

Our recruitment process involves a number of checks including, but not limited to, criminal history, medicals, drug & alcohol testing, as well as verification of qualifications, licences and right-to-work status.

We are dedicated to improving employment outcomes and encourage applications from Aboriginal and Torres Strait Islander peoples. We also welcome candidates of all ages, abilities, gender identities, experiences (including veterans), and cultural backgrounds.

If you require any adjustments during the recruitment process, please contact us by emailing inclusion@cleanaway.com.au.

Join us on our exciting journey towards a sustainable future.

Simply click the Apply button or visit https://www.cleanaway.com.au/about-us/careers and let's make a positive impact together.

 

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