Customer Service Team Leader - Berrinba - Hardings
Date: 18 Jun 2026
Location: Berrinba, Queensland, AUSTRALIA
Company: Metcash
Customer Service Team Leader
Lead, support and elevate a high-performing customer service team.
Why You’ll Love This Role
- Key leadership role with real impact on the customer experience
- Opportunity to coach and develop a frontline team
- Be part of a collaborative, customer-first environment
- Build your leadership capability within a growing business
About the Role
As our Customer Service Team Leader, you will play a critical role in ensuring the smooth day-to-day operation of the customer service team at our Berrinba location.
You’ll support the Senior Customer Service Team Leader by leading frontline staff, driving service excellence, and ensuring customer enquiries are managed effectively and efficiently.
This is a Monday - Friday position from 8am - 4.06pm
What You’ll Be Doing
Team Leadership & Coordination
- Supervise and support Customer Service Representatives in daily operations
- Allocate workloads and manage team rosters to ensure optimal coverage
- Provide guidance on customer interactions and service expectations
- Create a positive, high-performing, customer-focused team culture
Customer Service & Issue Resolution
- Manage customer enquiries and complaints with professionalism and care
- Resolve issues promptly, ensuring a customer-first approach in all interactions
- Escalate complex matters where required
Performance & Development
- Monitor team performance against service standards and KPIs
- Provide coaching and regular feedback to drive continuous improvement
- Support onboarding and development of new team members
Process & Reporting
- Ensure adherence to service protocols and standard operating procedures
- Maintain accurate records of interactions and performance metrics
- Provide updates on team performance, risks and opportunities
What You’ll Bring
- Previous experience in a customer service environment, ideally in a leadership role
- Strong communication and interpersonal skills
- Proven ability to lead, motivate and develop a team
- Experience working with CRM systems and Microsoft Office
- Excellent organisational skills with a proactive, problem-solving mindset
- Background in hardware/trade - highly desirable
About Us
Built upon a foundation of old-school values since opening for business in 1958, Hardings Hardware is a leading choice for builders and renovators.
Our commitment to stocking the best brands at the lowest prices is renowned throughout the trade and matched by a commitment to providing exemplary customer service and product advice in everything we do.
Hardings Hardware service and deliver from its network of eight locations in Sydney, Melbourne, Brisbane and Adelaide with an extensive range of cooking appliances, hot water, heating, bathroom and laundry fittings, door furniture and building materials.
Hardings Hardware is part of TTHG (Total Tools Hardware Group) and a wholly owned entity of Metcash Limited.
#INHT
