This is where your work makes a difference.At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond.Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results.Here, you will find more than just a job—you will find purpose and pride. The RoleWe are seeking an experienced Customer Service Team Leader to drive excellence across our ANZ Customer Service operations at Baxter. In this role, you will lead and develop a high-performing team, ensuring exceptional service delivery, operational efficiency, and continuous improvement. You will play a key role in supervising performance, resolving complex issues, and collaborating cross-functionally to enhance the overall customer experience.About YouYou are an engaging and people-focused leader who brings energy, empathy, and accountability to everything you do. You naturally build trust with your team, creating an environment where individuals feel supported, motivated, and empowered to perform at their best.You’re highly organised and excel in a dynamic environment, balancing competing priorities while maintaining a strong attention to detail. With a proactive mindset, you don’t just manage operations—you look for ways to improve them. You’re comfortable analysing data, identifying trends, and turning insights into practical actions that enhance service delivery.Above all, you have a strong enthusiasm for delivering outstanding customer experiences and understand the critical role customer service plays in business success. You take ownership, lead by example, and continuously strive to raise the bar for both your team and the wider organisation.If you’re passionate about leading teams, improving processes, and delivering outstanding customer experiences, this is a fantastic opportunity to make an impact across a dynamic regional operation.ResponsibilitiesManage daily operations and lead a team of customer service representatives to reach service quality and customer happiness objectivesConduct regular performance reviews, provide mentoring and feedback, and foster a culture of accountability and continuous improvementHandle and resolve advanced or complex customer complaints promptly and professionallyAssess workload and adjust prioritisation to meet service level targetsIdentify and implement initiatives to improve efficiency, service quality, and customer experienceMonitor key performance indicators (e.g., schedule adherence, service levels) and provide regular reports and insights to managementAssist in developing and managing departmental budgets, ensuring accurate tracking of expensesPartner with cross-functional teams to align customer service strategies with broader business objectives.Key RequirementsRelevant tertiary qualification or equivalent proven experience3-5 years of experience in customer service, ideally within healthcare/pharmaceuticals or medical devicesProven leadership and team management skillsStrong ability to build trusted relationships with customers and stakeholders.Proficiency with CRM and ERP systems (e.g., JDE, SAP)Prior working knowledge of pharmaceuticals or medical devices is highly desirableExperience in service center platforms and metrics (e.g., Genesys, Five9, RingCentral, Avaya, etc.)Experience in Project management and Lean processing methodologyStrong attention to detail and adaptability to new systems and processesAbility to thrive in a fast-paced environment and prioritise competing demandsFlexible schedule availability, including evenings and weekends as neededAdvanced Microsoft Office skills (Word, Excel, Outlook).#li-baxgen#LI-JB1#ind-ausEqual Employment OpportunityBaxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.Reasonable AccommodationsBaxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.Recruitment Fraud NoticeBaxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.