Hire Team Leader / Senior Customer Service Representative

Job description

1300Tempfence is seeking a Hire Team Leader / Senior Customer Service Representative to join our Sydney team. This dual-function role combines hands-on customer service with day-to-day team leadership. You will support the Hire team, manage customer enquiries and escalations, monitor team performance, and ensure our customers continue to receive a high level of service. Reporting to the Operations Manager, this role is ideal for someone with strong customer service experience who is ready to step into a senior or leadership position. What you will be doing: - Overseeing the day-to-day activity of the Sydney Customer Service / Hire team - Monitoring team workloads, phone reports, email KPIs and outstanding tasks - Supporting weekly Hire team meetings and monthly team incentives - Acting as an escalation point for customer enquiries, complaints and disputes - Managing high volumes of customer enquiries via phone and email - Assisting with incoming and outgoing calls and emails as required - Maintaining accurate customer records using company systems and processes - Completing reporting and general administration, including re-hires and collections - Working closely with Operations an...