Randstad Australia Hiring for Customer Service Manager at Central Coast, New South Wales, Australia Full Time

• Opportunity to make a strategic impact on the business
• High culture engagement
• Central Coast, NSW

We are currently working exclusively with a reputable, well known client in the building and manufacturing industry to seek a Customer Service Manager based on the Central Coast, NSW to oversee three customer service departments which include;

• Customer Liaison
• Completions
• Resolutions

Firstly, what’s in it for you?

• Very attractive salary package on offer $$
• Job security and true work life balance – flexi hours
• Strong staff tenure within the organisation
• Regular fundraisers and bake offs!
• Quarterly site lunches and barbeques
• Exciting yearly work trips
• Professional development and growth opportunities within the organisation

ing directly to the Operations Manager, the Customer Service Manager will provide vision and leadership for after sales service initiatives aligned with the overall business strategy. They will be responsible for the management and outcomes of each department and play a crucial role in the directing, planning and implementation of after sales service in support of the operations, in order to improve cost effectiveness, service quality and project management of the business.

This is an exciting role that will allow you to have the ability to make it your own and implement strategic direction into the overall performance of the customer service team. We are seeking a leader with experience in continuous improvement and implementing new ways to improve the customer journey and organisations profitability through innovation, strategy and risk mitigation.

Key Responsibilities

• Lead, mentor, and inspire a team of 30 Customer Liaison Officers and 2 Team Leaders
• Develop and implement strategies to enhance customer satisfaction, improve service quality, and achieve performance metrics
• Collaborate with cross functional teams to streamline processes and enhance operational efficiency
• Monitor and analyse key performance indicators to identify trends, areas of improvement, and opportunities for growth
• Provide customer service front line team members with appropriate suggested scripting to assist in customer communications
• Ensure the phone system is delivering all calls to the appropriate teams
• Monitor phone traffic to minimise missed calls or long wait times for customers
• Provide regular performance feedback, conduct coaching sessions, and support ongoing training initiatives
• Foster a positive and inclusive team culture that promotes collaboration, innovation, and employee engagement
• Develop and maintain a mechanism for team members to hold and refer to information critical for delivery of customer service
• Be available as a point of escalation for team members as well as training team members on how to manage difficult calls to reduce the need for escalations.

What We Are Looking For

• Proven experience as a Contact Centre Manager/Customer Service Manager with a track record of successfully leading and developing teams within the home improvement, building or trade industry.
• Adept at analysing data to make informed decisions and drive continuous improvement
• Strong leadership skills, with the ability to motivate and engage team members
• Flexibility to adapt to changing priorities and business demands
• Strong business acumen with a strong history of developing and implementing strategies to improve profitability and growth
• Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment
• Deep understanding of customer success principles, approaches and considerations
• Experience with complex and escalated customer situations
• Able to build strong working relationships with both internal and external customers
• Objective decision making skills
• Strong negotiation skills

Apply

If you are a results driven Customer Service Manager or Contact Centre Manager with a passion for delivering exceptional customer experiences and leading high performing teams, we encourage you to apply.

To apply, please submit your resume outlining your relevant experience. Alternatively, please feel free to reach out for a confidential chat to Olivia Detomaso – National Contact Centre Principal Consultant at olivia.detomaso@randstad.com.au or connect on Linkedin at Olivia Detomaso.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.