Roadside Assistance Team Leader - Maternity Leave Contract

Brisbane | Full-time - Fixed Term Contract

Are you an experienced contact centre leader with a passion for delivering exceptional customer service? Join our Roadside Assistance team and lead a high‑performing group dedicated to helping customers when they need us most.

About the Role

As the Roadside Assistance Team Leader, you’ll oversee daily team operations, drive performance, and ensure high‑quality, timely support for customers experiencing roadside incidents. You’ll coach and develop your team, collaborate with key stakeholders, and contribute to continuous improvement across our service delivery.

What You’ll Do

• Lead, mentor and motivate a team of Roadside Assistance Customer Service Agents.
• Manage daily operations including scheduling, resource allocation and workflow planning.
• Monitor team performance and provide coaching, feedback and development.
• Ensure timely responses and effective resolution of roadside assistance requests.
• Maintain and enhance standard operating procedures to improve efficiency.
• Partner with Quality, Network and Operations teams to support service excellence.
• Conduct performance reviews and support learning and development initiatives.
• Foster a positive team culture built on trust, integrity and a customer‑first mindset.

What You’ll Bring

• Minimum 2 years’ leadership experience in a contact centre environment.
• Strong stakeholder engagement and communication skills.
• Proven ability to plan, manage and implement operational change.
• Analytical problem‑solving skills and attention to detail.
• Ability to work both autonomously and collaboratively.
• Solid leadership capability including coaching, conflict management and team building.
• Strong organisational and time‑management skills.

Why You’ll Love Working With Us

• Opportunity to lead a highly engaged frontline team.
• A supportive, collaborative environment focused on service excellence.
• Career development across operations and leadership pathways.
• Make a meaningful impact during critical customer moments.

• Lead, mentor and motivate a team of Roadside Assistance Customer Service Agents.
• Manage daily operations including scheduling, resource allocation and workflow planning.
• Monitor team performance and provide coaching, feedback and development.
• Ensure timely responses and effective resolution of roadside assistance requests.
• Maintain and enhance standard operating procedures to improve efficiency.
• Partner with Quality, Network and Operations teams to support service excellence.
• Conduct performance reviews and support learning and development initiatives.
• Foster a positive team culture built on trust, integrity and a customer‑first mindset.

• Strong stakeholder engagement and communication skills.
• Proven ability to plan, manage and implement operational change.
• Analytical problem‑solving skills and attention to detail.
• Ability to work both autonomously and collaboratively.
• Solid leadership capability including coaching, conflict management and team building.
• Strong organisational and time‑management skills.

• Minimum 2 years’ leadership experience in a contact centre environment.