Customer Service Team Leader in Unanderra

ADP is one of Australia's largest bathroom furniture manufacturers and we're looking for someone who is ready to step up and lead.

This is an exciting opportunity to take ownership of an established team and make the role your own, and we're opening the door to external candidates.

The Customer Service Team Leader will oversee a team of 10 Customer Service Officers who are the trusted voice of ADP, managing wholesale customer relationships, processing high volumes of orders across our nationwide network and resolving customer questions and enquiries via phone.

You'll set the standard, support your team's growth and be the driving force behind a consistently exceptional customer experience.

Based at our Unanderra head office near Wollongong, you'll report to the Customer Experience Manager and work closely with other team leaders across the business.

This role suits someone who leads by example, thrives in a fast-paced environment and is excited, not intimidated, by new tools and technology, including AI.

WHAT YOU'LL DO

• Lead, support and develop a team of 10 Customer Service Officers, setting the standard for quality, efficiency and customer care.
• Oversee the daily workflow of the Customer Service team, ensuring orders are processed accurately and customers are looked after at every touchpoint.
• Be the first point of escalation for complex customer queries, resolving issues with confidence and care.
• Spot patterns, flag potential issues and proactively suggest improvements to how we work. Your ideas will be heard.
• Adopt and champion new tools and systems, including AI-assisted workflows, to help the team perform at its best.
• Collaborate with other team leaders and departments to ensure a seamless experience from order entry through to delivery.
• Coach and mentor team members, identifying strengths and helping people grow within the business.

WHO YOU ARE

• A natural leader. People follow you not because they have to, but because you bring out the best in them.
• Detail-obsessed. You catch errors others miss and take pride in getting it right.
• Proactive and energetic. You bring a can-do attitude and a sense of urgency to everything you do.
• A natural communicator. You're confident on the phone, clear over email and easy to work alongside.
• Comfortable with technology. You pick up new systems quickly and see AI as a tool to work smarter, not a threat.
• An ideas person. You don't just do the job, you think about how to do it better and speak up.
• Entrepreneurial by nature. You think like an owner, always looking for smarter ways to do things and treating the business's success as your own.

WHAT YOU BRING

• Proven experience in a team leader or supervisory role within a customer service or sales environment
• Strong computer skills, including Microsoft Office and the ability to navigate multiple systems
• Excellent attention to detail with a track record of completing tasks to a high standard
• Experience managing high-volume workloads and competing priorities across a team Interpersonal skills that make both customers and staff feel genuinely supported
• Desirable: experience in a wholesale, trade or manufacturing customer service environment
• Desirable: background in cabinet making or joinery
• Desirable: experience working in bathroom or kitchen retail

WHY ADP?

• Rewards and incentive program with quarterly bonus scheme
• Monthly BBQs and a culture that values people
• Access to our Employee Assistance Program (EAP) for your wellbeing
• Real growth potential. We promote from within and invest in our people
• Be part of Australia's most innovative bathroom furniture manufacturer
• A company committed to a sustainable future

Ready to lead? If you're a motivated self-starter who wants to grow with a business that truly values its people, we'd love to hear from you.

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