At Followmont Transport, we are driven by a commitment to delivering exceptional customer experiences and building lasting relationships. As our Customer Service Team Leader based at the Emerald depot, you'll play a key role in ensuring our team delivers consistent, seamless, and satisfying service to every customer, every day.
This is a rare and exciting opportunity for an experienced and motivated leader ready to take the next step in their career. You'll be leading a high-performing team, championing customer excellence, and supporting the continued growth and success of our business in the region.
We're seeking someone who thrives in a fast-paced environment, is passionate about coaching others, and enjoys driving continuous improvement through collaboration and initiative.
What You'll Be Doing
In this role, you will:
- Lead, mentor and develop a team of Customer Service Officers (CSOs) to achieve individual and team performance targets
- Manage daily workflows, resource planning, rostering, and recruitment for the team
- Handle escalated customer enquiries and issues, ensuring timely and professional resolution
- Oversee key customer accounts and support the quoting process
- Monitor and report on service levels and customer satisfaction, using data to guide improvements
- Develop and deliver training resources and performance coaching
- Support business initiatives and collaborate with internal stakeholders across departments
- Ensure all service interactions align with Followmont's values and customer commitments
What's In It for You?
We value our people and offer a supportive, professional environment where you can grow your career:
- Free, on-site parking
- Employee Recognition Program – your contribution is celebrated
- Regular weekday working hours with a weekly pay cycle
- A strong focus on work/life balance
- Access to a range of discounts through our Workplace Benefits Program
- Health Fund discounts for individual and family cover
- Free access to our Employee Assistance Program, Mental Wellbeing Program and Workplace Banking Program
- A values-led culture that genuinely puts people and service first
What You'll Need to Succeed
To be successful in this role, you will bring:
- Previous leadership or supervisory experience in a customer service or contact centre environment
- Strong communication and interpersonal skills, with the ability to influence and engage others
- A genuine commitment to delivering excellent service and improving the customer journey
- Proven ability to coach and develop team members and build a positive culture
- Confidence working with service data, reporting tools, and identifying opportunities for improvement
- A proactive, solutions-focused mindset and a collaborative working style
- High attention to detail and an organised, structured approach to work
- Demonstrated proficiency with Microsoft Office Suite and experience with CRM systems
- Must have permanent right to work in Australia
The Type of Person We're Looking For
We're looking for a motivated and motivating leader – someone who brings warmth, energy and purpose to their role. You are confident and approachable, with a natural ability to engage and inspire those around you. You value teamwork, know how to build strong relationships, and take pride in helping others succeed.
This is an opportunity for someone who wants to be part of a growing organisation, lead a high-performing team, and make a real impact on both customer and business outcomes.
Apply Now
If you're ready to step into a leadership role with a company that values service, people, and performance, we'd love to hear from you. Apply today and become part of the Followmont family.
Service | Unity | Passion | Integrity | Innovation | Care
