{"id":2810850,"url":"https://alion.io/job/baxter-customer-care-team-leader","title":"Customer Care Team Leader","company":{"id":5835,"name":"Baxter","domain":"baxter.com","url":"https://alion.io/company/baxter","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":13,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":4,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":60000,"max_usd":116000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":35},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true},{"name":"Outlook","optional":true}],"status":"live","first_seen_at":"2026-10-08T00:00:00Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-19T00:32:34Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"This is where your work makes a difference.\nAt 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.\nOur 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.\nHere, you will find more than just a job-you will find purpose and pride.\nThe Role\nWe 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.\nAbout You\nYou 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.\nYou’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.\nAbove 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.\nIf 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.\nResponsibilities\nManage daily operations and lead a team of customer service representatives to reach service quality and customer happiness objectives\n\nConduct regular performance reviews, provide mentoring and feedback, and foster a culture of accountability and continuous improvement\n\nHandle and resolve advanced or complex customer complaints promptly and professionally\n\nAssess workload and adjust prioritisation to meet service level targets\n\nIdentify and implement initiatives to improve efficiency, service quality, and customer experience\n\nMonitor key performance indicators (e.g., schedule adherence, service levels) and provide regular reports and insights to management\n\nAssist in developing and managing departmental budgets, ensuring accurate tracking of expenses\n\nPartner with cross-functional teams to align customer service strategies with broader business objectives.\n\nKey Requirements\nRelevant tertiary qualification or equivalent proven experience\n\n3-5 years of experience in customer service, ideally within healthcare/pharmaceuticals or medical devices\n\nProven leadership and team management skills\n\nStrong ability to build trusted relationships with customers and stakeholders.\n\nProficiency with CRM and ERP systems (e.g., JDE, SAP)\n\nPrior working knowledge of pharmaceuticals or medical devices is highly desirable\n\nExperience in service center platforms and metrics (e.g., Genesys, Five9, RingCentral, Avaya, etc.)\n\nExperience in Project management and Lean processing methodology\n\nStrong attention to detail and adaptability to new systems and processes\n\nAbility to thrive in a fast-paced environment and prioritise competing demands\n\nFlexible schedule availability, including evenings and weekends as needed\n\nAdvanced Microsoft Office skills (Word, Excel, Outlook).\n\n#li-baxgen\n#ind-aus\nEqual Employment Opportunity\nBaxter 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.\nReasonable Accommodations\nBaxter 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.\nRecruitment Fraud Notice\nBaxter 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.","description_format":"text","description_chars":5229,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Surgical Instruments & Devices","Patient Monitoring","Hospital Equipment & Furniture","Infusion & Drug Delivery Devices"],"lifecycle":[{"event":"open","at":"2026-10-18T09:34:40Z"}],"visa":[],"liveness":{"score":14,"band":"cold","label":"Long shot","p_open":1,"p_active":0.387,"p_room":0.35,"age_days":11,"expected_fill_days":4,"reasons":["conf:5","stale_co","velocity","win:tail","comp:brand"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/baxter-customer-care-team-leader","json_url":"https://alion.io/job/baxter-customer-care-team-leader.json","meta":{"generated_at":"2026-10-20T04:33:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5158,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5835},"rest":"https://alion.io/mcp/rest/get_company?id=5835"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbaxter-customer-care-team-leader"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbaxter-customer-care-team-leader"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbaxter-customer-care-team-leader"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/baxter-customer-care-team-leader\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbaxter-customer-care-team-leader"}]}