Customer Service Team Lead

Customer Service Team Lead
📍 Location: Namaka, Nadi
🕘 Employment Type: Full‑time
👥 Team Size: Approx. 9 Customer Service Officers

About the Role

We are seeking an experienced Customer Service Team Lead to lead a team of approximately nine customer service professionals based in Namaka, Nadi.

This role is for a strong people leader — someone who sets clear expectations, holds their team accountable, and leads from the front. You will be responsible for driving performance, maintaining high service standards, and building a disciplined, professional team culture.

If you believe that standards matter, that leadership means action, and that teams perform best when expectations are clear and consistently enforced, this role will suit you.

Key Responsibilities

• People Leadership & Accountability
• Lead, coach, and manage a customer service team of approximately 9 staff
• Set clear performance expectations and hold team members accountable to them
• Address underperformance confidently and professionally
• Conduct regular one‑on‑ones, feedback sessions, and performance discussions
• Build a culture of ownership, discipline, and pride in work
• Customer Service Excellence
• Ensure a consistently high standard of service across all customer interactions
• Act as the escalation point for complex or sensitive customer issues
• Monitor call quality, written communication, and response times
• Drive continuous improvement in service delivery and customer experience
• Operational Leadership
• Oversee day‑to‑day workflow, resourcing, and workload distribution
• Ensure policies, procedures, and service standards are followed
• Identify inefficiencies or recurring issues and take action to resolve them
• Work closely with management to improve systems, processes, and outcomes

About You
This role is not suited to a hands‑off or overly soft leadership style. We are looking for someone who is fair, firm, and consistent.

You will bring:

• Proven experience leading a customer service or contact‑centre style team
• High‑level people management skills, including performance management
• Confidence in having difficult conversations when standards are not met
• Strong communication skills and professional presence
• A calm, structured approach in fast‑paced environments
• High personal standards — and the expectation that your team meets them
• Experience in shared services, contact centres, healthcare, utilities, or service‑driven environments will be highly regarded.

Why Join Us

• Lead an established team with clear structure and purpose
• Opportunity to genuinely shape team culture and performance
• Supportive senior leadership who value strong people management
• Stable role with long‑term career potential