Job description
Are you a people-first leader passionate about customer experience and making a difference in the community?
We’re seeking a Customer Service Team Leader to lead a dynamic, values-driven team committed to delivering exceptional service.
This hands-on leadership role is ideal for someone who thrives in a fast-paced, purpose-led environment and enjoys coaching others to be their best. You’ll play a key part in shaping how our organisation is experienced by the public—whether resolving complex customer queries, supporting professional development, or improving operational processes.
About the Role
As a key member of the team, you will:
We’re looking for a motivated leader who brings:
Our client’s team are grounded in:
This is a fantastic opportunity to grow your leadership skills in a supportive, collaborative environment that values professional development and community connection. Many of our clients' leaders have built long, fulfilling careers within the organisation—and we’re excited to help you do the same.
Ready to lead with purpose?
Apply now and take the next step in your leadership journey with a team that makes a real impact every day.
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us/policies. Do not submit any sensitive personal information in your resume.
We’re seeking a Customer Service Team Leader to lead a dynamic, values-driven team committed to delivering exceptional service.
This hands-on leadership role is ideal for someone who thrives in a fast-paced, purpose-led environment and enjoys coaching others to be their best. You’ll play a key part in shaping how our organisation is experienced by the public—whether resolving complex customer queries, supporting professional development, or improving operational processes.
About the Role
As a key member of the team, you will:
- Manage the day-to-day operations of a contact centre service environment.
- Provide guidance and support to team members to handle customer enquiries with empathy, accuracy, and efficiency.
- Monitor workloads and service levels, working closely with Resource Planning to optimise rostering and call flow.
- Lead performance and development conversations, offering coaching, training, and recognition to help your team thrive.
- Contribute to process improvement initiatives to enhance customer outcomes and staff experience.
- Serve as a point of escalation and ensure compliance with procedures and service standards.
- Keep the team engaged, informed, and aligned to our values and purpose.
We’re looking for a motivated leader who brings:
- Proven experience leading high-performing customer service or contact centre teams.
- Strong interpersonal and communication skills, with the ability to lead with empathy and clarity.
- A calm, solutions-focused mindset and confidence in prioritising tasks under pressure.
- A genuine passion for helping people and delivering outstanding service.
- Competency with Microsoft Excel and quick adaptability to new systems and services.
- A track record of guiding staff through change, performance conversations, and project delivery.
- An understanding of values-based leadership and a commitment to sustainability and continuous improvement.
Our client’s team are grounded in:
- Honesty & Integrity – They walk the talk.
- Care & Empathy – They prioritise people and relationships.
- Belonging & Community – They are united by purpose.
- Future & Generational Thinking – They act for the long-term good.
- Authenticity & Transparency – They stay true to who we are.
This is a fantastic opportunity to grow your leadership skills in a supportive, collaborative environment that values professional development and community connection. Many of our clients' leaders have built long, fulfilling careers within the organisation—and we’re excited to help you do the same.
Ready to lead with purpose?
Apply now and take the next step in your leadership journey with a team that makes a real impact every day.
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us/policies. Do not submit any sensitive personal information in your resume.
