TEAM LEADER - CUSTOMER EXPERIENCE

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Date: 1 Oct 2026

Location: Mascot, NSW, AU, 2020

Company: Winc Australia

ABOUT US

 

At Winc, we inspire Australians with better ways to work and learn. We provide a wide range of products and solutions, from office and school essentials to print, marketing, and workspace technology, supporting over 100,000 workplaces nationwide.

 

We’re known for exceptional customer service (70%+ NPS) and were recognised in 2025 as an Australian Business Award winner for Customer Service Excellence and Customer Experience Management.

ROLE PURPOSE

 

The Team Leader, Customer Experience (CX) is accountable for the day-to-day performance, capability and leadership of a team of Customer Experience (CX) Agents. You will use operational data, customer insights and your own observations to identify performance gaps, emerging trends and opportunities for improvement, taking action without waiting to be directed.

This role requires a confident people leader who can set clear expectations, have difficult conversations when required, coach people to improve and hold individuals accountable for performance and behaviour. You will work closely with the Contact Centre Manager and other stakeholders, bringing forward problems, insights and recommended actions that improve customer outcomes and operational performance.

KEY ACCOUNTABILITIES

 

  • Own the day-to-day performance of your team across service, quality, productivity, attendance and customer outcomes.
  • Set clear expectations, coach performance and address underperformance, behavioural concerns and attendance issues early through direct and constructive conversations with a genuine passion for supporting individual growth, employee development, and helping team members reach their full potential.
  • Conduct regular 1:1s and performance reviews, maintaining appropriate employee records and supporting individual capability and development.
  • Act as the first point of escalation for CX Agents and support the resolution of complex customer or operational issues.
  • Use operational data, quality results, customer contacts and team feedback to identify emerging trends, risks and performance gaps.
  • Investigate underlying causes and take action within your area of responsibility, escalating broader issues with clear analysis and recommended solutions.
  • Identify and drive opportunities to improve processes, productivity, customer experience and ways of working.
  • Partner with the Contact Centre Manager and other stakeholders on operational priorities, change initiatives and continuous improvement.
  • Build a team culture where expectations are clear, feedback is regular, good performance is recognised and poor performance is addressed.

WHAT WE LOOK FOR

 

  • 3+ years' experience leading teams in a Contact Centre environment, with a strong understanding of operational KPIs and performance metrics.
  • Demonstrated experience taking ownership of team performance, including managing underperformance, behavioural concerns, attendance and accountability.
  • A self-directed leadership style, with the ability to identify what needs attention, investigate issues and take action without waiting to be directed.
  • Strong analytical judgement, with experience using operational data, customer feedback and performance metrics to identify trends and underlying problems.
  • Confidence having difficult conversations, challenging constructively and communicating clear expectations.
  • Strong coaching and people leadership capability, with the ability to adapt your approach across different levels of performance and capability.
  • Experience leading operational or process change and working across stakeholders to improve outcomes.
  • Experience using Microsoft 365, Contact Centre CRMs, telephony and reporting platforms. Salesforce and Genesys experience would be advantageous.
  • Ability to work in our Mascot Office 4 days per week.

WORKING WITH WINC

 

  • Our highly engaged team work together to create a positive impact both at Winc and in the communities we operate.   We are a collaborative bunch, continually improving our performance and the value we deliver.
  • We believe we're better and smarter together and our values reflect our commitment to creating a welcoming, diverse and inclusive environment.
  • We are focused on working towards a more sustainable future through our Winc Social Agenda - our plan to make a difference through Safe Work Practices, Gender Equity, First Nations Empowerment and Support, Climate Change, Responsible Packaging and Management of Waster as well as Ethical Sourcing.  This is where we take action to make the biggest different.
  • We're passionate about setting our people up for success and providing the training, tools and environment to enable you to perform your best and develop your career at Winc.  Over 45% of the roles we advertised in 2025 were awarded to an internal candidate!
  • We take care of our people through our internal Mental Health First Aider network, free access to our Employee Assistance Program, and generous leave entitlements to support you through the various priorities and stages of life (e.g. Lifestyle Leave, Volunteering Leave, Cultural Awareness Leave, Sorry Business Leave, Paid Parental Leave, Domestic Violence Leave).
  • And finally, there's plenty of perks! Our much-loved quarterly Winc Awards recognition program, team discounts and plenty of corporate partner discounts.

 

To Apply: Send your resume to the Winc People Team by selecting ‘Apply' and following the prompts.