Customer Service Team Leader - - 43109 - Fletcher Building

General Information

Job Type

Fixed Term

Description

Full-time | Standard hours: 8:00am–4:00pm | Monday to Friday

We’re looking for an experienced Customer Service Team Leader to lead a busy contact centre team managing residential customer orders with tight turnaround times (same or next day). This is a hands‑on leadership role for someone who thrives in fast‑moving environments and genuinely enjoys developing people.

This role suits someone who is comfortable leading while learning — you’ll go through an intensive onboarding period and be expected to balance operational delivery with people leadership from day one.

About the role

As Team Leader, you’ll take full ownership of daily operations for your team, ensuring workloads are balanced, risks are managed early, and service levels are met. You’ll be equally focused on performance, quality, and capability uplift, with dedicated (protected) time for coaching and development.

You’ll work closely with your Customer Service Manager through daily check‑ins, supporting escalations, managing capacity, and adapting quickly as priorities change.

Key responsibilities

Operational leadership

Lead a team managing residential orders, helpdesk queries, and keychecking with a 24‑hour turnaround expectation
Monitor dashboards, queues, volumes, and ageing across all work streams
Actively reallocate resources and reset priorities throughout the day
Own escalations and provide frontline support during peak periods
Complete end‑of‑day reviews and prepare clear daily updates

People leadership & development

Run effective one‑on‑ones and side‑by‑side coaching
Conduct quality reviews, feedback conversations, and performance discussions
Support capability uplift and skills development across the team
Balance caring leadership with clear accountability

Financial & administrative

Review and action invoices, credits, and claims
Identify follow‑ups and resolve issues efficiently

Change & improvement

Lead your team through ongoing process change and improvement
Identify opportunities to improve ways of working in a fast‑evolving environment

What we’re looking for

Proven people leadership experience in a contact centre or customer service environment
Experience running effective one‑on‑ones and managing performance (no first‑time leaders)
Strong operational mindset — you know how to manage workload, capacity, and competing priorities
Comfortable being both a manager and a doer when required
Resilient, adaptable, and calm under pressure
Experience working through change and supporting others through it

Systems experience (or similar)

Amazon Connect / AWS
Salesforce
ERP or service platforms such as Movex M3, Zendesk, or NetSuite

Transferable system experience is welcome — we’ll support learning, but you must be comfortable picking things up quickly.

Why join us?

A role where team development is genuinely prioritised and protected
A fast‑paced, practical environment where good leadership really matters
Extensive company benefits such as 26 weeks paid parental leave, employee education fund for development, Fletcher Building group discounts.

If you’re an experienced customer service leader who enjoys being close to the detail and building strong, capable teams, we’d love to hear from you.