At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service in a fast-paced environment.
- Company: Join Sodexo, a global leader in Quality-of-Life services with a passion for people.
- Benefits: Enjoy competitive salaries, specialised training, and modern wellness facilities.
- Other info: Be part of a diverse team that values your wellbeing and career growth.
- Why this job: Make a real impact by improving quality of life for clients and communities.
- Qualifications: 2+ years in customer service leadership with strong coaching skills.
The predicted salary is between 56700 - 69300 $ per year.
Sodexo is a global leader in Quality-of-Life services, partnering with organisations across Australia to deliver exceptional food, facilities management, and workplace experience solutions. With a strong presence in corporate, resources, healthcare, and education sectors, we're driven by our purpose to improve quality of life for all we serve.
We're seeking a confident, people-focused Service Centre Team Leader to join Sodexo's Command Centre at our Regional Support Centre in Balcatta. This is a permanent, full-time position working 38 hours per week, Monday to Friday. As our Command Centre operates 24/7, candidates need to be able to support the team's rostering requirements.
In this role, you'll drive exceptional service delivery from the moment a request is received through to work order completion — leading a team that manages service requests across multiple systems and a broad range of contracts. You'll act as the vital link between our Command Centre, internal Sodexo stakeholders, and external clients, customers and vendors, ensuring every request is handled efficiently, accurately, and with genuine care.
What you'll do:
- Drive service excellence: maintain consistent service delivery across all supported Sodexo contracts, ensuring compliance with SLAs and 24/7 roster coverage requirements.
- Lead team performance: manage resourcing, coach the team, and monitor individual and group performance against set targets, identifying training needs as they arise.
- Develop your people: deliver onboarding, refresher, and process-related training, and support ongoing professional development through regular 1:1s, workshops and team-building activities.
- Own quality and continuous improvement: evaluate interactions and request handling to measure performance quality, maintain scorecards and knowledge surveys, and recommend improvements to processes and systems.
- Resolve and expand effectively: investigate issues, manage complaints and escalations, and engage the right stakeholders through to resolution — identifying trends to address root causes and knowledge gaps.
- Report and document: report on Service Centre performance metrics to regional/country leadership and maintain accurate, current process documentation and scripting.
- Lead from the front: jump in to support call handling and request processing during peak periods, providing hands‐on guidance and expertise to the team and internal customers.
Qualifications:
- Minimum 2 years leading teams within a customer service or call centre environment, with a track record of coaching and training others to deliver a consistent customer experience.
- Demonstrated ability to empower and drive team performance, fostering high standards of individual and collective service excellence.
- Expert‐level customer focus with the ability to manage a multi‐skilled function across multiple contracts, anticipating needs and building strong relationships across departments.
- Strong verbal and written communication skills, paired with the interpersonal ability to identify and support diverse stakeholder needs.
- A pragmatic, solutions‐focused mindset with strong problem‐solving skills and a genuine sense of urgency in resolving escalations and issues.
- Skilled in reporting and data analysis to spot trends, uncover opportunities, and accurately measure and optimise service performance.
Why Sodexo?
Join a global team that's redefining quality of life services. At Sodexo, you'll be supported to grow your career, backed by a team that values collaboration, care and continuous improvement.
At Sodexo Australia, we're all about creating better everyday experiences, for our people, our clients, and the communities we serve. Join a diverse, purpose-driven team where your wellbeing, growth, and ideas matter. Build a meaningful career and help create a better every day for everyone, including you.
Perks and benefits:
- Competitive salaries.
- Casual and Full-Time Jobs.
- Specialised training, upskilling and development.
- Uniforms, PPE, meals and accommodation provided.
- Referral incentives with up to $4000 reward.
- Ability to work across various sites.
- Enjoy modern camp and wellness facilities.
Service Centre Team Leader in Stirling employer: at
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