Brightwater – Thrive, Connect & Belong

Brightwater is seeking an experienced and inspiring Customer Service Team Lead to guide our dedicated team in delivering exceptional customer experiences across all Brightwater services. If you’re passionate about leadership, continuous improvement, and building a high‑performing, customer‑centric culture, we’d love to hear from you.

About the Role

You’ll provide day‑to‑day operational leadership to the team and be responsible for supporting staff on the floor, managing workflow, coaching team members, and helping resolve customer issues in real time. This role is hands‑on, you will also take customer calls and enquiries, especially during peak times, to support service levels and stay connected to the customer experience.

Key Responsibilities

• Lead, mentor, and develop a high‑performing Customer Service team to ensure efficient service delivery and an outstanding customer experience.
• Identify and implement cross‑functional opportunities to increase revenue, cross‑selling effectiveness, and client acquisition.
• Ensure compliance with organisational policies, procedures, and relevant industry standards, including accurate and timely documentation and reporting.
• Act as the central link between Customer Service, Engagement Coordinators, and service areas to support seamless service delivery and business development.
• Oversee performance management, recruitment, onboarding, coaching, rostering, and professional development of team members.
• Monitor KPIs, conduct quality reviews, and drive continuous improvement initiatives to enhance customer service practices.
• Manage complex issues, assess risk, and implement practical solutions to protect Brightwater’s reputation and support positive outcomes for clients and the organisation.
• Work on the phones as part of the normal roster to maintain service levels and model best‑practice customer interactions.
• Contribute to a positive team environment through clear communication, collaboration, and consistent leadership.

About You

You will bring leadership experience, a customer‑focused mindset, and the ability to build strong internal and external relationships. You thrive in a dynamic environment, are solutions‑focused, and are committed to fostering a culture of excellence.

Why Brightwater?

At Brightwater, care is at our core. With a proud history dating back to 1901, we support people through ageing, disability, and life’s challenges. When you join us, you join a community dedicated to helping people thrive.

We offer:

• Competitive salary plus super, with salary packaging benefits up to $18,550 per year
• Access to our BrightwaterPlus program with discounts across 370+ retailers
• Staff gym, onsite café, and free parking
• Hybrid work options for improved work‑life balance
• A supportive, values‑driven workplace where you can make a real impact

Apply Now

If you’re ready to lead a team that is passionate about creating exceptional customer experiences and contributing to positive client outcomes, we encourage you to apply.

Submit your application, including a cover letter, through Brightwater’s online portal by COB 23 April 2026. Shortlisting will begin immediately, and we may close the advert earlier.

For more information, please contact Leanne Dicembre, Recruitment Lead, at [email protected] or 0481 390 646 for a confidential discussion.

Brightwater – Thrive, Connect & Belong