Customer Service Team Leader

Join a purpose-led education organisation delivering inclusive learning opportunities Hands‑on Customer Service Team Leader role across multiple campuses and operating hours A genuine opportunity for a confident leader to build culture, strengthen processes and grow into a Manager pathway ABOUT THE COMPANY Lotus People are delighted to be partnering with a leading non‑profit within the education space, who endeavour to provide inclusive and cost‑effective learning opportunities for a wide‑range of both individuals and organisations. With hundreds of courses on offer across their dynamic campuses, the team are dedicated to using both the power of learning and connection to ultimately build stronger communities. ABOUT THE ROLE Reporting to a senior leader within the Marketing, Sales & Service function, the Customer Service Team Leader will lead and support a customer service team operating across multiple campus locations. The role oversees both permanent and casual team members working across day, evening and weekend schedules, ensuring consistent service delivery and operational coverage. The successful candidate will provide hands‑on leadership within a live training environment, supporting day‑to‑day customer enquiries, managing escalations, coordinating workloads, and ensuring venues are prepared to support scheduled classes and activities. This role offers the opportunity to contribute to service improvement initiatives and team development, with scope for increased responsibility over time. While appointed as a Team Leader initially, the position operates within a broader leadership framework and may offer progression opportunities for the right candidate as the function continues to evolve. DUTIES Lead, coach and support a customer service team across multiple campus location Build a cohesive, fair and high‑performing team culture Coordinate rosters, coverage and workload allocation to meet operational hours and class schedules Manage escalations and service‑related complaints, ensuring timely and values‑led resolution Oversee shared inbox management and daily workflow across phone, email, live chat and walk‑ins Step in to cover service shifts where required to ensure doors open and students are supported Improve delegation and capability across the team (identify strengths, uplift ownership, reduce knowledge silos) Develop and embed process documentation and service standards Collaborate closely with internal stakeholders across program delivery, trainers, facilities, and sales/marketing Support recruitment, onboarding and team development planning Ensure venues are prepared for classes and resolve operational issues as they arise THE IDEAL CANDIDATE Demonstrated experience leading a customer service team within a fast‑paced or operational environment Strong communication skills, written and verbal Confident and collaborative leadership style, with the ability to engage and support a diverse team Highly organised, with the ability to manage competing priorities and changing demands Solutions‑focused and proactive, with a strong sense of ownership and accountability Tech savvy, with experience using CRM systems and digital platforms Previous exposure to the education or training sector is highly regarded, but not essential The successful candidate will be required to undergo a Police Check and hold (or obtain) a Working with Children Check (WWCC), with associated costs reimbursed. BENEFITS Leadership role with genuine impact Clear progression potential (Team Leader now with scope to move into a Manager title) Purpose‑led organisation with meaningful community outcomes Supportive senior leadership and improved onboarding approach Ongoing training and development Wellbeing hub with access to EAP and professional services On‑site parking available OUR RECRUITMENT PROCESS At Lotus People, we are committed to fostering diversity, equity and inclusion. We encourage applicants from all backgrounds to apply and will ensure a fair and equitable recruitment process. Every application we receive is reviewed by a real person, never by AI. If your experience aligns with the requirements of the role, a consultant will be in touch within 2–3 business days for an initial phone screen. Shortlisted candidates will then proceed to a virtual interview with the consultant managing the role. Due to the volume of applications, we are unable to take phone enquiries prior to application. Please apply online and wait to hear from us. We respond to every applicant, regardless of the outcome. Lotus People are proud to have been awarded Best Agency for Candidate Experience for six consecutive years. We look forward to providing you with a positive and respectful experience. #J-18808-Ljbffr