Customer Support Team Leader

Pacific National

Location: Acacia Ridge

Job Type: Full time


Customer Support Team Leader

  • Join a secure industry providing essential services Australia wide
  • Supportive, collaborative team environment offering flexibility
  • Progressive and sizeable business on growth trajectory
  • Permanent opportunity – Acacia Ridge location

Pacific National is committed to diversity in our workforce and encourages women and First Nations people to apply.

About the role

The Customer Support team operates in a matrix style environment and are part of the national Commercial team within the Intermodal Division. The Intermodal Division is responsible for freight forwarding services which includes general interstate forwarding activities, as well as specified freight services such as express, refrigerated services, steel, and specialist services to the automotive industry. The Intermodal division covers a geographically diverse area with operations including terminals and depots in all mainland States in Australia. This team plays a key role in influencing what customers continue to think of Pacific National as their first choice rail provider. As the conduit between Pacific National and our customers, the role of this team is impactful and valued.

Our Customer Support team is focused on continually developing a deep understanding of our customers business requirements and providing a solutions focussed approach which contributes to fostering a strong partnership culture. In addition to this, our Customer Support team leverage their in-depth knowledge of the Pacific National business to continually solicit process improvement initiatives to ensure the delivery of an efficient and effective high-quality service. The partnership culture contributes directly to the customer experience and in turn supports our revenue growth strategy.

We are seeking a professional Team Leader who leads by example to provide guidance, coaching and direction to up to 5 team members, ensuring that work plans are developed that considers team capabilities, strengths and opportunities for development.

Reporting into the Customer Service Principal, key responsibilities of the Customer Support Team Leader include:

  • Define and clearly communicate roles and responsibilities to achieve team outcomes, sharing clear performance standards and expectations as well as progress updates and regular feedback
  • Express a sense of purpose and coach others how to link organisational strategy with operational outcomes
  • Identify barriers to change, creating and implementing strategies to address these
  • Foster teamwork by working together and cooperatively; encouraging; recognising and rewarding those behaviours in others
  • Encourage peoples input and seek others contribution
  • Share information with key stakeholders internally and externally
  • Anticipate the needs of our customers and community, influencing and overseeing the delivery of prompt and professional services to ensure a seamless customer experience
  • Use appropriate strategies to resolve conflicts and complaints from customers, addressing concerns quickly using appropriate controls and protocols
  • Manage all customer enquiries with a lateral thinking and solutions focussed mindset
  • Actively seek to understand our customers business requirements and confidently align their needs with a suitable Pacific National service offering
  • Maintain expert knowledge of capacity and asset utilisation for Intermodal customers
  • Actively engage with customers to solicit feedback on process improvement opportunities, document and report on these opportunities.
  • Actively promote logistics systems usage including actively identify opportunities to coach customers and team members on the system

About you

With a strong customer service track record, you will be an experienced Team Leader of a busy Contact Centre or Customer Service environment. You will have a geniune passion for providing a high level of customer service and will be committed to providing on going mentoring and development to ensure your team do the same. You will ideally have worked in the logistics service industry but we are open to any industry if customer service is your forte.

A naturally strong communicator with high emotional intelligence, you will be skilful at building and maintaining effective relationships, with the ability to listen, question and manage challenging conversations. With high levels of attention to detail and critical thinking skills, you will take a natural continuous improvement approach to your work. You will have proven experience fostering a positive and collaborate team culture of performance and professionalism.

The benefits

We value diversity, inclusion, collaboration and the contribution of each of our employees. Working for us will enable you to take ownership of your career and gain access to the following benefits:

  • Opportunities for growth and career development
  • Opportunities to join our I&D employee committees
  • Recognise, celebrate and achieve via our Achievers program
  • Access to mentoring programs
  • Flexible working arrangements
  • 12 weeks paid parental leave for primary carer at full pay following 12 months of service
  • Opportunity to purchase additional annual leave
  • Provision of Salary Continuance Insurance
  • Novated leasing and discounts on selected health insurance funds, travel, gyms, retail brands, vehicles and more
  • We are proud to be a WORK180 Endorsed Employer for women.

About us

Pacific National (PN) is the largest provider of diversified rail freight services in Australia. We haul a variety of freight including coal, intermodal containers, steel, and a range of bulk commodities and materials that keep the region’s economy, businesses and households running. We operate nationally with approximately 3,500 staff in over 90+ sites across Australia.

Join us as we continue to transform our business and shape the rail freight industry, to achieve our vision of becoming Australia’s recognised leader for safe, innovative and sustainable rail freight solutions.

We are seeking applicants who share our values: Make it simple, Share more, Kindness, Gratitude, Curiosity, and Own it. These values help us achieve strong connections with everyone we work with, and play an important part in motivating us all to do our best work.

Closing date

Applications close on 30th March, 2023.

Next steps

Are you ready to be part of our future?

To apply, please click on the 'Apply' button below and follow the prompts.

To find out more about Pacific National, our benefits and opportunities we offer, visit our careers page:

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