Customer Support Team Leader

Location: Djilang/North Geelong VIC or Boorloo/Perth 

Salary: $87,000 - $100,000 + Superannuation + salary packaging benefits - Leave benefits include 20 days Annual Leave, 15 days Personal Leave

Employment status: Full time, ongoing (Monday to Friday)

Job number: 3066

Hey you!

We’re seeking an experienced Customer Support Team Leader with a strong commercial mindset to lead a team delivering high-quality administrative, systems and operational support across our Social Enterprises.

This is a hands-on leadership role suited to someone who has worked in commercially driven environments and understands how efficient support functions directly impact business performance, customer outcomes and revenue sustainability.

You will lead a team of Customer Support Coordinators to ensure enquiries, service delivery and operational processes are managed efficiently, consistently and with a clear focus on performance, responsiveness and continuous improvement.

Working closely with site teams and internal stakeholders, you will play a key role in optimising workflows, improving service delivery and supporting commercially sustainable operations.

At genU, we’re a profit-for-purpose organisation, reinvesting our success back into programs to create real social impact. From disability and aged care support to community-focused initiatives, we’re here to help people live their best lives.

What you’ll do

 
As a Customer Support Team Leader, you'll:

• Lead and develop a national team of Customer Support Coordinators to deliver consistent, high-quality administrative and operational support, with clear accountability for performance, service standards, and commercial outcomes.
• Oversee all customer and operational touchpoints—including enquiries, invoicing, registrations, and accounts payable/receivable—ensuring accuracy, responsiveness, and a seamless experience that supports revenue flow and customer retention.
• Act as a key liaison across multiple sites, supporting site teams and stakeholders to ensure customer support functions are aligned to operational priorities and contribute to efficient, commercially sustainable service delivery.
• Drive performance against service levels, KPIs and turnaround times, proactively identifying inefficiencies and implementing process improvements that enhance productivity, reduce cost, and improve customer outcomes.
• Strengthen the use of systems and business tools (including CRM and finance platforms) to improve data integrity, reporting capability, and operational visibility, enabling better decision-making and commercial performance.
• Oversee financial administration processes—including invoicing, receipting, purchase orders and reconciliations—ensuring strong governance, accuracy, and alignment with financial controls and business objectives.
• Contribute to broader operational and strategic initiatives across the Social Enterprise division, supporting growth, efficiency, and the delivery of sustainable commercial outcomes in line with organisational goals.

What you’ll bring

• Significant experience operating in multi-site, complex environments, with an understanding of how support functions contribute to operational efficiency and commercial performance
• Proven experience leading and developing administrative or customer support teams, with clear accountability for performance, service delivery, and outcomes
• Relevant qualification in business administration or a related discipline, or equivalent practical experience in a commercially driven environment

Bonus points if you have:

• Significant experience working within complex, multi-site operational organisations
• Proven experience leading and managing administration or customer support teams
• Relevant qualification in Business Administration or a related field (or equivalent experience)
   

(You’ll also need an NDIS Worker Screening Check and Orientation Module Certificate – but don’t worry, we’ll help guide you through this.)

Why you’ll love working at genU

At genU, our differences make us stronger. We celebrate all kinds of diversity and the unique perspectives each of us brings. We’re committed to creating a welcoming, safe, and respectful space where everyone feels valued and can thrive.
 

You’ll also get

Salary packaging - up to $15,900 tax-free plus meal/entertainment benefits
Discounts - savings at 450+ retailers including Coles, Woolworths & JB Hi-Fi
University Study Discount - Enjoy a 25% fee reduction for undergraduate and postgraduate courses at Torrens University.
Wellbeing support - 24/7 access to a holistic employee assistance program
Referral bonus - bring great people with you and be rewarded
15 days personal leave – 5 days extra to National Employment Standards* 
 

Ready to make a difference? Click apply to complete your application.

Don’t wait to apply! We are reviewing applications as they come in.

You can view the full position description on the genU careers page HERE (only available from our careers page).

We are committed to ensuring an accessible recruitment experience. If you need any adjustments or have specific accessibility requirements at any stage of the process, please contact our team at recruitment@genu.org.au