Join our vibrant team at GWA, where our rich Australian and New Zealand heritage, technical expertise, and innovative drive, combine with our iconic brands to create something truly extraordinary. For over a century, we've been crafting innovative, high-quality products for homes and offices, including market-leading brands like Caroma, Methven and Clark. Be the first call our customers love to make. GWA is home to some of Australia and New Zealand’s most iconic brands, including Caroma, Methven and Clark. For over a century, we’ve been designing and delivering innovative, high‑quality products that make life better for our customers and consumers. Our heritage, technical expertise and commitment to sustainability drive everything we do. Every day, we partner with merchants, plumbers, builders and consumers to deliver effortless service and trusted solutions. We’re proud to be the first call our customers love to make, because great experiences start with us. The Role: Customer Experience Team Leader Reporting through to the Customer Experience Manager, as our Customer Experience Team Leader, you’ll be the go-to person for keeping our customer experience team running smoothly. From managing systems and processes to coordinating reporting and insights, you’ll help the team hit SLA and KPI targets. You’ll also handle escalations, support BAU during peak times, and provide coaching that empowers the team to deliver exceptional service. This role can be based at Welshpool (WA) or Prestons (NSW), we’re open to great people wherever they are! What you’ll bring to the GWA Team You thrive in a fast-paced, high-volume call centre environment and know how to prioritise when everything feels urgent. Strong stakeholder management and time management are second nature to you. You’re confident using systems to streamline processes and uncover insights, and you have experience coaching and developing team members to perform at their best. What does success look like in this role? Success in this role means inspiring and motivating the team to achieve great results. You’ll be measured on SLA adherence, occupancy, customer sentiment, and case resolution, while ensuring the team feels supported and ready to deliver outstanding experiences. Why you’ll love it here At GWA, you’ll join a supportive, customer‑focused team that values collaboration and growth. We’re on a journey from Good to Great, working with iconic brands and making a real difference for our customers every day. You’ll enjoy a great team environment, hybrid work options, onsite parking, and great product discounts, plus wellbeing support and an onboarding program that sets you up for success from day one. Ready to make a difference? Apply now and help us deliver service that stands out. Ready to apply? Great! Just click the apply button to build your career with us! Please note: You must be a citizen, permanent resident or hold all the relevant employment visas and other approvals for the location and duration of this position to apply for this role. Please note that we are not accepting applications from agencies for this position. GWA Group has a long history of innovation and dedication which goes all the way back to 1886. We are proud of our Australian and New Zealand heritage, innovative spirit, iconic market-leading brands such as Caroma, Methven, and Clark, and importantly - our inclusive culture. At GWA, we're not just a company, we're a supportive community committed to making everyday water experiences extraordinary. Our dedication to water sustainability, customer-first values, and community engagement creates a ripple effect of positive impact, ensuring that our consumers not only enjoy our products, but also contribute to saving millions of litres of water each year. When you join us, you'll discover a welcoming workplace where safety, collaboration, and inclusivity are the cornerstones of our culture. Every contribution matters, and we provide a supportive environment where you can thrive, learn, and grow, recognising and celebrating performance in diverse and meaningful ways. We celebrate the unique perspectives and talents that everyone brings with them and foster a culture of care where you feel valued and empowered to succeed. Our cultural pillars—We are One Team, We are Customer Focused, and We Care for Each Other—are more than just words; they're our way of life.