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Specialist Care Team Leader

https://www.randstad.com Logo

Randstad

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Location:
Australia , Adelaide

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Category:
Call Center

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Contract Type:
Employment contract

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Salary:

Not provided
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Job offer has expired

Job Description:

Randstad is seeking a Specialist Care Team Leader to join a dynamic national client in the Adelaide CBD. As a key leader within the customer care function, dealing with vulnerable customers, you’ll lead a team of consultants in shaping culture, driving performance, and delivering exceptional customer outcomes. As part of the specialist care team, you’ll lead a team of consultants, shaping its culture and driving performance outcomes. Each team works collaboratively to support vulnerable customers end-to-end. With a collaborative, open environment and multiple communication channels including voice and messaging, your team works together seamlessly to deliver unique, high-quality customer solutions.

Job Responsibility:

  • Lead, inspire and develop consultants to deliver consistently high customer outcomes
  • Build and embed a strong team culture
  • Drive rituals, collaboration and universal skill development across the team
  • Champion a customer-centric mindset and model the company’s values and behaviours
  • Monitor performance dashboards, identify root causes, and lead improvement initiatives
  • Oversee daily operations, ensuring consistent quality, compliance and service standards
  • Ensure effective management of high-risk interactions and support adherence to financial services and debt-related processes
  • Contribute to strategic planning, service transformation initiatives and broader customer care programs
  • Build strong relationships with internal and external partners, vendors and cross-functional teams
  • Influence stakeholders to align with team needs, customer outcomes and care strategy
  • Communicate performance trends, insights and actions to key business stakeholders
  • Recruit, onboard and retain top talent
  • Ensure robust coaching frameworks, 1:1s, capability planning and development pathways are in place
  • Maintain a strong focus on team wellbeing, OH&S and a safe, supportive environment

Requirements:

  • Proven leadership experience within customer care, contact centre or service environments
  • Demonstrated ability to lead and develop people, including coaching, capability building, performance management and engagement
  • Provide direct support and foster wellbeing within your team
  • Experience managing complex operations and balancing people, customer, commercial and strategic priorities
  • Strong communication and relationship-building skills with the ability to influence across multiple business areas
  • Comfortable analysing performance dashboards to identify trends, root causes and improvement actions
  • Resilience, adaptability and confidence leading through change
  • A collaborative, empowering leadership style that inspires trust and cultivates a positive team culture
What we offer:
  • Comprehensive leadership training and ongoing development
  • A chance to be part of an innovative, future-focused customer care model
  • A diverse, supportive and people-first workplace

Additional Information:

Job Posted:
December 27, 2025

Expiration:
December 27, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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