Customer Service Team Leader

About Us

Haines Medical is a dynamic and innovative business focusing on specialty products in Infection Control and Manual Handling. Haines works in consultation with healthcare professionals to design and develop products that meet the specific needs of hospitals, healthcare facilities, and their patients.

About the role

As the apart of the Customer Service team at Haines Medical Australia the Team Lead plays an integral role in the day-to-day planning and duty delegation within the team. The purpose of the position is to train, coordinate, motivate and support our customer service team to ensure all daily targets and customer service delivery is executed to the highest standard. 

Key duties include, but not limited to: 

• Oversee daily task allocation, monitor and manage team performance whilst providing regular feedback to Customer Service Manager;
• Foster a positive team environment, promoting professional growth and development;
• Able to work within and enforce the service level agreement (SLA) timelines;
• Handle escalated customer inquiries and complaints, ensuring all customer service SLAs are met;
• Ad hoc reporting;
• Collaborate with other departments to ensure seamless service delivery;
• Enforce procedures to enhance customer satisfaction and team efficiency;
• Prepare KPI reports for team performance and hold monthly KPI meetings;
• Additional duties as required.

Experience required:

• 2+ years experience in a Customer Service role;
• Exceptional communication and interpersonal skills;
• Strong problem-solving abilities;
• Ability to oversee and motivate a customer service team;
• Ability to work well under pressure;
• Advanced computer skills including order entry, SAP experience desired but not essential;
• Strong organisational skills and use of self-time management.

If this sounds like you, please submit a CV and cover letter.

Interested?

To apply for this opportunity, please click on the apply button to be redirected to our candidate application portal.  

At Haines, we are motivated by the opportunity our equipment provides to change peoples lives. We have a clear vision to ensure all our people feel valued and respected, can be themselves and can flourish as contributors to the success of our business.

Our promise is all qualified applicants will receive consideration for employment without regard to diversity of race, gender, sexual orientation, religion, ethnicity, disability, age and all the other wonderful characteristics that make us different.

Please note: Haines will undertake pre-employment checks via our accredited background check provider for the successful candidate to ensure that Haines is meeting legislative obligations and the information a candidate provides is accurate. For all roles, an offer of employment will be subject to the following pre-employment checks: identity check, reference checks, right to work in location (checks for visa holders), police integrity. By proceeding and applying for the role, you acknowledge our hiring process and agree to undertake the required pre-employment checks if successful.

It is also a mandatory requirement for certain roles within our organisation, where the successful applicant may be required to present certifications and/or vaccinations status as per role requirements. Evidence of certificates or vaccination status will be requested during the interview process by management to qualify fit for role and prior to any offer.