About Us 

Join us at Cleanaway and contribute to making a sustainable future possible, together. 

We transform waste into resources and renewable energy.  When you start to think of waste as a resource, it opens a world of possibilities. 

As a high growth, ASX listed organisation with over 10,000 employees, our goal is to be recognised by our customers as the most innovative and sustainable waste management company with industry leading HSE performance.  We are Australia’s largest company in this sector, providing essential services to millions of customers and communities nationally. 

 

The Opportunity 

This is a 6-month fixed term contract opportunity covering maternity leave, offering a great chance to step into a senior leadership role and make a meaningful impact within our Customer Care function. 

The Senior Customer Care Leader plays a pivotal role in leading and empowering frontline customer care teams to deliver consistent, high-quality and compliant service, particularly for high-value and national customers.   This role provides hands-on leadership, coaching and operational guidance to ensure service standards, safety, governance and customer experience expectations are consistently met.  

You will drive consistency and performance through strong leadership, clear standards and effective use of systems and resources, while championing continuous improvement across people, processes and systems to deliver outstanding customer outcomes. 

Key Responsibilities: 

• Lead, coach and support the team through visible, hands-on leadership 
• Oversee end-to-end customer service delivery to ensure professional, timely and consistent customer interactions 
• Monitor and optimise team KPIs and performance targets to drive service excellence 
• Ensure adherence to standardised processes, governance frameworks and service delivery expectations 
• Investigate, resolve and escalate customer complaints while implementing corrective actions to prevent recurrence 
• Support complex customer enquiries and provide guidance on high-risk or sensitive matters 
• Drive consistency in customer communication across phone, email and case management systems 
• Partner with key stakeholders to support continuous improvement initiatives across systems and processes 
• Build and maintain strong relationships with internal teams, operational stakeholders and customers 
• Support efficient resource utilisation through effective workload planning and prioritisation 

 

About you 

Our ideal candidate brings confident, hands-on leadership with a strong coaching mindset, clear and effective communication, sharp prioritisation skills, and a solid command of systems and process improvement. 

• Experience leading or supervising frontline customer service teams in a contact centre or operational environment 
• Strong capability in coaching, performance management and complaint resolution 
• Experience using CRM systems (such as Salesforce) and service dashboards to manage workload and performance 
• Ability to manage competing priorities in a fast-paced service environment 
• Experience supporting system or process change adoption 
• Strong people leadership and coaching capability 
• Commercial awareness with the ability to balance customer outcomes and operational efficiency
• A commitment to fostering a high-performance, values-driven team culture 

 

Why join Cleanaway?  

• Attractive salary package 
• Career development opportunities 
• Paid parental leave 
• Great company benefits: Annual employee share plan offer, novated leasing, optional flu vaccinations, EAP access, discounts on private health insurance, company discounts + much more!  

 

Our Process 

Our recruitment process involves a number of checks including, but not limited to, criminal history, medicals, drug & alcohol testing, as well as verification of qualifications, licences and right-to-work status. All internal applicants will receive a notification within 2 weeks of the closing date of this advertisement.   

We are dedicated to improving employment outcomes and encourage applications from Aboriginal and Torres Strait Islander peoples. We also welcome candidates of all ages, abilities, gender identities, experiences (including veterans), and cultural backgrounds. 

If you require any adjustments during the recruitment process, please contact us by emailing inclusion@cleanaway.com.au. 

Join us on our exciting journey towards a sustainable future. 

Simply click the Apply button or visit https://www.cleanaway.com.au/about-us/careers and let's make a positive impact together. 

  

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