About us IOR is a family-owned business based in Brisbane, which has been fuelling Australia’s industries for nearly 40 years. The business has been growing rapidly and consistently in the last decade in particular, and is now the only fully integrated, 100% Australian-owned fuel company in the country. Our operations span the entire country and the entire fuel value chain: a crude oil refinery, two import terminals, a growing bulk delivery fleet, on-road and on-airport unmanned refuelling networks, infrastructure manufacturing, and proprietary fuel management technology. Approaching each day through our values of Innovation : finding solutions, Our Communities : serving people, and Reliability : getting results, our team are focussed on delivering what really matters to our customers. About the role The Customer Service Team Leader is responsible for leading and supervising a team of Customer Service Officers, fostering a positive and productive working environment, and maintaining excellent customer satisfaction levels. This role is Monday to Friday, based in Lytton. Lead, motivate and inspire a team of customer service officers to achieve performance targets and deliver exceptional service Develop a deep understanding of our products/ services to resolve complex enquiries or issues Monitor customer interactions, providing guidance and support to team members Handle escalated customer enquiries or complaints in a professional and timely manner Identify areas for improvement in customer service processes, policies and procedures and recommend solutions to enhance efficiency and effectiveness About you Experience in a customer service leadership role, preferably in a fast paced and customer centric environment Strong leadership and people management skills with the ability to motivate and inspire a team Problem solving and decision-making skills with a focus on delivering effective solutions and maintaining customer satisfaction Proficiency in using customer service software including Microsoft Office suite (including Teams), Zoho, Dashboard, Hydip & DocuSign Why IOR? IOR is proudly different. We innovate and we deliver what our customers need. We are at the forefront of technology and data capability in our industry. We invest heavily in the communities in which we operate in regional and remote Australia. Unbeatable culture – where people really do enjoy coming to work Staff and family discounts on fuel No hierarchical culture – everyone is afforded respect and kindness Training and development programs, alongside support, wellbeing and social activities A friendly, down-to-earth culture that fosters creativity, individuality and innovation. We provide an equal employment opportunity for all; we see the value in diversity and celebrate individuality. This looks like respectful conversations, and a safe workplace, where everyone thrives.