_{27th March, 2026}

Recruitly is partnering with a leading facilities management, engineering and energy solutions organisation to appoint an experienced and capable Team Leader to join their Critical Incident Desk within the Contact Centre.

This is a fantastic opportunity for a strong people leader who thrives in a fast-paced environment, enjoys working across multiple stakeholders, and takes pride in delivering high-quality service outcomes.
  
The Company
With over three decades behind them, this innovative provider of facilities management solutions partners with some of Australia’s most prominent retailers. With a global presence and as one of the biggest names in their industry, they employ over 13,000 people across four continents. They are fast-growing, stable and successful, and lead the way in providing genuine career growth opportunities.
  
The Role
Leading a team of Customer Service Advisors, you will play a key role in ensuring critical incidents are managed efficiently, professionally and within KPI timeframes. You’ll be responsible for coaching, supporting and developing your team, while driving consistency, process improvement and service excellence across the function.
This is a hands-on leadership role where you’ll remain close to operations—supporting escalations, monitoring performance and ensuring all incidents are logged, followed up and resolved accurately.
  
Key Responsibilities

• Lead, coach and develop a team of Customer Service Advisors
• Monitor team performance against KPIs and drive continuous improvement
• Ensure all incidents are managed, updated and closed within required timeframes
• Oversee inbox and call management to ensure service levels are met
• Build strong relationships with internal stakeholders, field teams and external partners
• Conduct regular 1:1s, performance reviews and provide ongoing feedback
• Support workforce planning, rostering and team resourcing

  
About You
We’re looking for a confident, friendly leader with outstanding written and verbal communication skills, and proven experience leading a team within a contact centre or similar environment.
You’ll bring strong attention to detail, the ability to manage multiple priorities, and a proactive, solutions-focused approach. A confident decision-maker, you’ll be highly organised, manage your time well, and enjoy working in a fast-paced environment.
  
If you’re looking to join a company that truly leads the way in what they do, in a role where no two days are the same, we’d love to hear from you—please apply now.
  

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