At a Glance
- Tasks: Lead and mentor a dynamic customer support team while enhancing the customer experience.
- Company: Join Randstad, a company committed to diversity and equal opportunities.
- Benefits: Enjoy a competitive salary, hybrid work model, and generous leave entitlements.
- Other info: Great opportunity for career growth in a supportive and collaborative culture.
- Why this job: Shape the future of customer support in a people-first environment.
- Qualifications: Experience in leading high-volume customer support teams and operational excellence.
The predicted salary is between 120000 - 120000 $ per year.
Location: Gold Coast, QLD (Hybrid: Mon-Wed Office | Thu-Fri WFH)
Contract: 12-Month Fixed Term Contract
Remuneration: $120,000 p.a. + Super
Hours & Perks: 35-hour work week | 4 weeks annual leave
About the Role:
Are you a strategic, people-first contact centre leader looking for true autonomy? We are seeking an experienced Head of Customer Support / Call Centre Manager for a 12-month fixed-term contract to shape the future of the customer experience and team operations. Leading a dedicated team of 12-15 support professionals, you will balance high-level operational efficiency with an exceptional, customer-centric culture across phone and email channels.
Key Responsibilities
- Team Leadership & Development: Enable, mentor, and coach a team of 12-15 staff, driving performance while continuing the rollout and development of our dedicated Enablement team.
- Operational Excellence: Actively monitor service levels (SLAs), operational metrics, queue management, and quality assurance to optimize team productivity and customer outcomes.
- Strategic Collaboration: Work alongside Senior Leadership on operational priorities, workforce planning, recruitment, and cross-functional continuous improvement initiatives.
- Escalation & Product Alignment: Provide expert guidance on high-level customer escalations and partner with Product and Engineering teams to resolve core customer-impacting issues.
- Data-Driven Insights: Utilize operational data, customer insights, and team feedback to identify trends, refine workflows, and enhance the overall service experience.
What We Are Looking For
- Proven Experience: Demonstrated background leading high-volume customer support, contact centre, or customer operations teams.
- Operational Mastery: Strong expertise in queue management, SLA tracking, workforce planning, QA, and operational efficiency metrics.
- People-Centric Leadership: Passion for coaching, mentoring, and fostering a high-performing, positive team culture where every customer interaction counts.
- Analytical Mindset: Ability to translate operational data into actionable workflow improvements and enhanced customer satisfaction.
- Proactive Approach: A solutions-focused, collaborative mindset with excellent stakeholder management skills.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
Head of Customer Support employer: Randstad
Join a dynamic local operator as an Accounts/Payroll Officer, where you'll thrive in a warm and collaborative culture that prioritises employee well-being and growth. With flexible work arrangements, including the option to work from home one day a week, and unique perks like a paid day off for your birthday and a monthly health grant, this company is committed to creating a rewarding workplace that values your contributions. Be part of a team that invests in your development while enjoying a friendly environment filled with good banter and regular team-building events.
