Employer description & source details
We are looking for an energetic, results-driven Customer Service Manager to lead our customer-facing team. In this role, you won't just be managing tasks; you will be empowering your team to deliver a consistent "WOW" experience to every client. You will act as a bridge between our internal service delivery teams and our external stakeholders, ensuring that our customer service levels remain world-class while driving growth through retention and sales opportunities. This role will be based in our Canberra branch but will involve visits to our offices in Cowra and Batemans Bay Leadership & Mentorship: Supervise, lead, and develop the customer service team Operational Excellence: Construct and deliver individual and team KPIs, ensuring the team's performance management processes are strictly followed. Data-Driven Strategy: Analyse customer service data and branch stats to identify trends, improve productivity, and maintain exceptional service levels. Stakeholder Management: Collaborate cross-functionally with Planning, Operations, and Sales teams to ensure customer needs are met, and service efficiency is optimised. Proactively engage with internal stakeholders to monitor and ensure Service Delivery KPIs are achieved. Complaint Resolution: Oversee all customer feedback and escalations, ensuring "customer in jeopardy" procedures are followed to resolve issues with speed and professionalism. Growth Focus: Lead and manage the internal sales function to drive sales growth, activity levels, and conversion performance in line with KPIs. Continuous Improvement: Support and encourage a culture of continuous improvement, leveraging new tools and technologies to streamline workflows. Experience: 3+ years of experience in a similar services-based Customer Service Manager or Team Lea
Extracted skills: sales, operations