Customer Service Manager

Job Details A rare opportunity for an experienced operations leader to take ownership of a high-performing service team within an established business that continues to meet ambitious growth targets. As Operations Manager, you’ll lead 3 Team Leaders with an indirect team of 40, enabling them to drive end-to-end work order management across key accounts while maintaining strong performance and a consistent, high-quality customer experience in a fast-paced environment. What's in it for you? Join a proven, growing company with a long-standing industry presence; Lead a high-performing CX Operations team in a senior and visible role; Shape culture, drive change and leave your mark on the business; $100,000 - $140,000 + super + benefits; Offices based in Cronulla close to public transport; Work to mentor and develop high performing team members; Flexibility to work from home 1 day per week; and Options to shift working hours early or late if required. What is the role? Full oversight of the service team with 3 direct and 40 indirect reports; Oversee end-to-end work order management across key accounts, ensuring timely allocation and scheduling; Lead and develop your team through coaching, performance reviews and career pathways; Manage KPI achievement across contractual, operational and financial targets; Drive recruitment and staffing strategies for your team; Handle client escalations, complaints and feedback; Work closely with senior internal stakeholders including Heads of Departments; Identify and implement process improvements across the operations centre; and Manage after-hours emergency escalations as needed. What are we looking for? 5+ years' experience managing a complex Operations or Customer Service Teams; Strong people leadership from a fast-paced, high-performing environment; Facilities or service management industry experience is highly regarded; and Strong communication and stakeholder management skills. How to Apply For more information, please email Madie Brunt at u&u via [email protected] quoting reference number 42898. At u&u Recruitment Partners, we value diversity, equity and inclusion. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. Should you require reasonable adjustments throughout the recruitment process, we encourage you to make a request via [email protected] or phone the above-mentioned u&u consultant to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments. Additionally, for a barrier-free and inclusive online experience, you can access u&u’s opportunities using accessibility software Recite Me at https://www.uandu.com/jobs.