• Lead and develop a busy customer service team
• Collaborate nationally to deliver operational excellence
• Build your career with real growth opportunities and exposure across the business

The Customer Service Team Leader will lead a dedicated team at the heart of our national operations - helping shape customer experience, drive performance, and support our broader sustainability mission.

In this role you’ll guide day-to-day operations for our contact centre, empower your team to succeed, and ensure positive outcomes for both customers and the business. You’ll also take the lead on resolving escalations and identifying opportunities to enhance processes and service delivery.

This is a hands-on leadership opportunity suited to someone who enjoys being close to the action - coaching teams, making confident decisions, and stepping in when needed.

What you'll do:

• Lead, coach and develop a team of customer service professionals
• Manage customer escalations and deliver timely resolutions
• Monitor team KPIs, reporting and service performance metrics
• Drive continuous improvement initiatives and LEAN practices
• Identify root causes of service failures and implement preventative actions
• Collaborate with internal teams, vendors and stakeholders nationally
• Support customer retention and identify new business opportunities
• Ensure SLAs are met across calls, emails and workflow systems

What You Will Bring:

• Strong customer service experience (essential)
• Demonstrated ability to lead or readiness to step into a leadership role
• Confidence to make decisions and work autonomously
• Excellent communication and stakeholder engagement skills
• Problem-solving mindset with a continuous improvement focus
• Ability to thrive in a fast-paced, operational environment
• Logistics or recycling industry exposure (desirable)
• Experience with a CRM system is helpful, but not a deal-breaker

What you’ll love when you join us:

• Supportive Environment: Join a collaborative, people-focused team culture
• Career Growth: Develop your leadership capability in a growing business
• Predictable Roster: Mon-Fri, 9am-5pm. You will also participate in a rotating public holiday roster and be rewarded with time in lieu
• Free on-site parking in a convenient location right near the freeway
• Sustainability: Contribute to sustainability initiatives that make a difference
• Retail discounts: Enjoy access to discounts at Avis, Harvey Norman, RSEA and other retail partners
• Salary sacrificed novated leasing available

About Visy

Visy is powering the circular economy, closing the loop between packaging, recycling and remanufacturing. We believe materials are not truly recycled until they’re made into something new, and it all starts with Visy Recycling. As Australia’s largest recycler, our extensive network of recycling operations is integrated with our manufacturing sites. We collect and sort recyclable materials like paper, cardboard, glass, plastics and metals from households and businesses, and locally remanufacture them back into new, sustainable packaging.

Ready to make a difference? Apply now and be a key player in shaping our future!

You will be required to meet Visy’s employment criteria which will include a criminal history check.

Visy is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.

This role is only open to candidates currently residing in Australia with full working rights.