Join Our Team at Platinum Health!

Platinum Health is seeking a Customer Service Manager to join our dynamic and energetic team, making waves in the medical supply and equipment industry. We proudly supply over 8,000 products to organizations within the NDIS, Home Care, Aged Care, and Hospital sectors, ensuring healthcare providers have the essential supplies they need to support their clients.

Position Overview

As a Customer Service Manager, you will lead, coach, and develop our customer service team, ensuring exceptional service delivery. This role is key to driving performance, managing escalations, and enhancing operational efficiency through continuous process improvements. Your leadership will directly impact customer satisfaction, align department goals with company objectives, and support our mission of providing high-quality healthcare solutions.

If you’re passionate about leading teams, improving service standards, and making a difference in the healthcare sector, we’d love to hear from you!

Key Responsibilities

1. Team Management & Coaching

• Lead, mentor, and coach the customer service team to achieve individual and team KPIs.
• Conduct regular performance reviews, providing constructive feedback and development plans.
• Foster a positive and customer-focused team culture, ensuring alignment with company values.
• Identify training needs and implement programs to enhance team capabilities.

2. Escalation Management

• Serve as the primary escalation point for complex customer service issues.
• Investigate and resolve escalated complaints in a timely and professional manner.
• Develop and implement strategies to reduce recurring escalations and improve first-contact resolution.

3. Performance Monitoring & Reporting

• Track and analyze team performance metrics, ensuring alignment with company strategic goals.
• Prepare monthly reports on customer service performance, including key trends, challenges, and areas for improvement.
• Use data-driven insights to recommend and implement service improvements.

4. Process & Systems Improvement

• Design, implement, and manage new processes and systems to improve efficiency and customer satisfaction.
• Collaborate with other departments to ensure seamless integration of customer service initiatives.
• Keep up to date with industry best practices and emerging technologies to enhance service operations.

5. Daily Support & Operations

• Oversee the day-to-day activities of the customer service team, ensuring smooth operations.
• Provide guidance and hands-on support in handling inquiries, complaints, and system-related issues.
• Ensure compliance with company policies, procedures, and service level agreements (SLAs).

Key Skills & Qualifications

• Proven experience in a Customer Service Manager or similar leadership role.
• Strong people management skills, with a track record of coaching and developing high-performing teams.
• Excellent problem-solving and conflict resolution abilities.
• Strong data analysis and reporting skills, with the ability to translate insights into action.
• Experience with CRM systems and customer service technologies.
• Ability to multitask, prioritize, and work in a fast-paced environment.
• Strong written and verbal communication skills.
• A passion for customer experience and continuous improvement.

Why Join Us?

• Opportunity to lead and shape a customer service team in a dynamic environment.
• A supportive company culture that values innovation and improvement.
• Competitive salary and growth opportunities within the organization.