Candidate Experience Team Leader

• Lead and inspire a team of Candidate Experience Consultants
• Take the next step in your career – express your interest today!
• Set the tone for a collaborative and high-performing team culture
• Brisbane applications considered

As the Candidate Experience Team Leader, you’ll support and guide a team focused on delivering an exceptional experience for our prospects and candidates. You’ll foster a positive, high‑performing team culture and support process improvement while making a real impact on how candidates experience our organisation.

ADF Careers is the largest workforce outsourcing solution in the southern hemisphere with over 80,000 applications received on average each year.
ADF Careers is on a mission to recruit the right people, in the right numbers, at the right time to support the Australian Defence Force to build, sustain and maximise Defence capability.

Our people are our greatest asset. We recognise and respect our people’s need to work in ways that support their careers, families, and lifestyle. That’s why we offer flexible working arrangements, learning pathways, additional leave entitlements and extensive corporate discounts across a variety of product and services. We want our people to be financially rewarded; to feel good and to go beyond what they thought possible at work.

Be you, and we’ll be better together.

To find out more about our great employee benefits and what it’s like to be part of the team, reach out to our friendly talent acquisition team.

Reporting to the Candidate Experience Lead, the Candidate Experience Team Leader oversees a team of Consultants to deliver an outstanding experience to all prospects and candidates. The role also contributes to building and maintaining a consistent, national approach to prospect & candidate support services across the ADF.

You will:

• Lead a centralised team of Candidate Experience Consultants, ensuring outstanding customer for prospective candidates considering a career in the Australian Defence Force.
• Review interactions to ensure a high quality experience and full compliance with required standards is delivered by the Candidate Experience team.
• Build and maintain a culture of honesty, openness, collaboration and support
• Coach, develop and support team members to achieve agreed KPIs and performance goals.
• Foster strong working relationships with internal and external stakeholders, focusing on shared success and solution focused outcomes.
• Maintain accurate team performance reporting, including key metrics, progress against targets, candidate satisfaction and ensure information is available as needed
• Strengthen the client relationship by consistently delivering services that meet or exceed contract KPIs and expectations, reinforcing trust in Adecco DFR as the contracted service provider.

To succeed in this role, you’ll bring experience leading a contact centre or frontline team and a track record of delivering positive, customer‑focused outcomes. Contact centre leadership experience is highly regarded, and while recruitment experience is helpful, it’s not essential. You’ll be confident motivating, coaching, and developing team members, and you’ll play an important role in building a supportive, high‑performing team culture.

Your background will demonstrate:

• Proven experience leading a team in a contact centre or high‑volume customer service environment
• Ability to coach, mentor and develop team members to improve capability and performance
• Strong understanding of quality assurance, customer service standards and compliance
• Experience managing KPIs, productivity targets, and team performance reporting
• Confidence handling escalations and supporting staff with complex customer interactions
• Ability to build a positive, engaged and high‑performing team culture
• Experience driving continuous improvement and identifying opportunities to streamline processes
• Strong communication skills, with the ability to motivate and influence others
• Ability to adapt to change and lead a team through new processes, technologies or priorities
• Strength in stakeholder management and working collaboratively across teams
• Sound judgement, problem‑solving skills, and the ability to make decisions under pressure

If eligible, please submit your resume; applications are open to all qualified Australian citizens regardless of their background, identity, experiences and beliefs.

If you need assistance during our recruitment process, please email victoria.emms@adecco.com.au for a confidential conversation.

To apply for this position, please submit your application online through our designated platform. The deadline for applications is 11:30 PM (AEST) on Wednesday 18th February. It's important to note that applications will be reviewed and processed as they are received.