Service Centre Team Leader | Mon to Fri 38 hours | Balcatta Support Centre

Job Description Do you have a passion for customer service and an interest in facilities management? Join our team! We're seeking a confident, people-focused Service Centre Team Leader to join Sodexo's Command Centre at our Regional Support Centre in Balcatta. This is a permanent, full-time position working 38 hours per week, Monday to Friday. As our Command Centre operates 24/7, 365 days a year, candidates need to be able to support the team's rostering requirements. Are you a natural leader who thrives in a fast-paced, high-volume environment? In this role, you'll drive exceptional service delivery from the moment a request is received through to work order completion — leading a team that manages service requests across multiple systems and a broad range of contracts. You'll act as the vital link between our Command Centre, internal Sodexo stakeholders, and external clients, customers and vendors, ensuring every request is handled efficiently, accurately, and with genuine care. What you'll do Drive service excellence: maintain consistent service delivery across all supported Sodexo contracts, ensuring compliance with SLAs and 24/7 roster coverage requirements Lead team performance: manage resourcing, coach the team, and monitor individual and group performance against set targets, identifying training needs as they arise Develop your people: deliver onboarding, refresher, and process-related training, and support ongoing professional development through regular 1:1s, workshops and team-building activities Own quality and continuous improvement: evaluate interactions and request handling to measure performance quality, maintain scorecards and knowledge surveys, and recommend improvements to processes and systems Resolve and escalate effectively: investigate issues, manage complaints and escalations, and engage the right stakeholders through to resolution — identifying trends to address root causes and knowledge gaps Report and document: report on Service Centre performance metrics to regional/country leadership and maintain accurate, current process documentation and scripting Lead from the front: jump in to support call handling and request processing during peak periods, providing hands-on guidance and expertise to the team and internal customers Qualifications Minimum 2 years leading teams within a customer service or call centre environment, with a track record of coaching and training others to deliver a consistent customer experience Demonstrated ability to empower and drive team performance, fostering high standards of individual and collective service excellence Expert-level customer focus with the ability to manage a multi-skilled function across multiple contracts, anticipating needs and building strong relationships across departments Strong verbal and written communication skills, paired with the interpersonal ability to identify and support diverse stakeholder needs A pragmatic, solutions-focused mindset with strong problem-solving skills and a genuine sense of urgency in resolving escalations and issues Skilled in reporting and data analysis to spot trends, uncover opportunities, and accurately measure and optimise service performance Why Sodexo? Join a global team that's redefining quality of life services. At Sodexo, you'll be supported to grow your career, backed by a team that values collaboration, care and continuous improvement. Ready to lead a team that makes a real difference? Apply now. Additional Information Why Join Sodexo? Competitive pay and job security in an essential services industry Access to 100+ retail discounts and multiple salary packaging options Great teamwork and a solid group of people around you! Opportunities for training and career progression within Sodexo Company Description Sodexo is a people business, employing over 400,000 people worldwide and thousands in Australia. Our hospitality all-rounders play a key role in keeping our sites functioning and well-maintained for village residents' safety, comfort, and well-being. Working with Sodexo is more than a job; it’s a chance to be part of something greater because we believe our everyday actions have a big impact.