Customer Service Team Leader (Supermarkets)

At Metcash, you’re part of something bigger. We’ve got the heart of a small business with the strength and support of a big business.

When you join Metcash, your work makes a real difference to independent businesses and local communities, empowering you to:

• Grow your career with tailored development programs
• Thrive your way with flexible work options
• Make your mark in a high-performing, values-led team

At Metcash Food, we’re the power behind local business, proudly supplying over 1600 independently owned stores in every corner of Australia and New Zealand. With trusted brands like IGA, Foodland and Campbells/C-Store, our stores sit at the heart of their communities, providing locals with the products and homegrown produce they love most.

About the Opportunity

As the National Customer Service Team Leader, you’ll be at the heart of delivering exceptional experiences for our retailers and internal teams. This is your chance to lead a passionate team, drive operational excellence, and champion continuous improvement across all customer service functions.

In this role, you’ll manage day-to-day operations, coach and develop your team, and take ownership of escalations—ensuring every interaction reflects our commitment to quality and care. You’ll also play a key role in strategic initiatives that enhance service levels, streamline processes, and strengthen relationships across the business. This role is in Crestmead QLD. The working hours are 7:30am – 3:30pm.

If you’re a natural leader with a collaborative mindset and a drive for results, this is your opportunity to make a real difference.

In this Role your responsibilities include:

• Manage daily operations of the customer call centre, ensuring smooth workflows and timely order processing. Lead and develop the Customer Service team, including training, performance management, and succession planning.
• Maintain strong relationships with internal and external stakeholders to deliver exceptional service.
• Handle escalations and complex issues, providing guidance and effective resolutions.
• Oversee CRM system management and ensure accurate data for efficient case resolution.
• Monitor and report on KPIs, trends, and service performance; drive continuous improvement initiatives.
• Implement process improvements, including automation and conversion of manual tasks to digital solutions.
• Promote safety and compliance, ensuring adherence to workplace safety standards and policies.

You’re Likely a Match If

• Intermediate MS Office and Excel skills, including formulas, formatting, mail merge, and pivot tables.
• Strong verbal and written communication skills for clear and professional interactions.
• Ability to prioritize and meet deadlines, ensuring team and business objectives are achieved.
• Proven problem-solving skills with attention to detail and follow-through to resolution.
• Proactive issue identification and management, handling escalations effectively.
• Excellent writing and editing skills for producing clear, accurate information for diverse audiences.
• Sound decision-making and logical thinking, able to perform under pressure in a fast-paced environment.
• Ability to adhere to policies and communicate requirements effectively to staff.

What’s on offer

We’re proud to offer a workplace that supports your well-being, growth, and belonging:

🏖️ Extra Leave: Enjoy a 5th week of annual leave, 2 well-being days, plus 1 volunteer day annually

📚 Career Growth: Endless learning and development opportunities

👶 Parental Leave: 12 weeks of gender-neutral paid leave for primary carers

🌈 Inclusive Culture: Bronze Employer for LGBTQ Inclusion

⚖️ Neutral Pay Gap: Gender pay gap under 5% (WGEA 2024–2025)

🧠 Mental Health: Gold accreditation by Mental Health Australia

🏡 Flexibility: Flex Ready and Family Friendly Workplace accredited

About Us

Join us and be part of something bigger!

Metcash is Australia’s leading wholesale distribution company, with $19.5 billion in sales (FY25) and a proud spot in the ASX Top 125.

We believe in the power of independent, family-owned businesses to shape vibrant communities. Through our food, liquor, and hardware pillars, we help retailers become the ‘Best Store in Their Town’ by providing merchandising, operational and marketing support.

We’re committed to diversity, inclusion, and sustainability — and we welcome applicants from all backgrounds, including First Nations. If you need support during the application process, just let us know. Your privacy and dignity are always respected.