Benefits

• $120,000 - $135,000 + Super + 10% annual bonus
• Macquarie park location, parking on site
• Internal development and progression

About the Company
A leading healthcare organization experiencing rapid growth and expansion in the orthopaedic and medical device sector. This business is known for its supportive culture, strong leadership team, and focus on innovation. With a well-established market presence, they are committed to providing high-quality service to hospitals, healthcare providers, and medical professionals.

About the Opportunity
This newly created Associate Customer Service Manager role is a fantastic opportunity for a seasoned leader to drive team performance, implement process improvements, and manage key stakeholder relationships across Australia and New Zealand.
The role involves leading a team of six Team Leaders, each overseeing customer service teams across different states, with a total team size of 35-50 employees. The company is seeking a leader with proven experience in change management, skills development and process improvement.
You will work closely with the ANZ Customer Service Manager to drive operational efficiency, develop customer-focused strategies, and support the successful integration of Salesforce.

Duties

• Lead and mentor six Team Leaders managing regional customer service teams
• Implement change management initiatives to enhance performance and team efficiency
• Oversee recruitment, training, and career development across ANZ customer care teams
• Monitor and improve KPIs, SLAs, and customer experience metrics
• Drive stakeholder engagement across hospitals, sales teams, and procurement departments
• Manage reporting, data analytics, and dashboard creation to track team effectiveness
• Identify process improvement opportunities within order management and service operations
• Lead performance management initiatives, including PIPs and talent retention strategies
• Support the integration of Salesforce, whilst enhancing efficiencies in SAP & Zendesk.

Experience Required

• Strong managerial experience in Customer Service
• Background in Medical Devices is crucial
• Strong understanding of change management, performance management, and process improvement
• Experience with data analytics, dashboard reporting, and KPI tracking
• Proficiency with SAP, Salesforce, and Zendesk
• Strong stakeholder engagement skills, particularly in the healthcare and procurement sectors
• Ability to manage complex team structures and implement restructuring strategies

Culture
Our client fosters a positive and nurturing company culture that is well known for it's focus on internal progression and development, leading to long term retention of employees.
Our client has a strong focus on employee wellbeing with wellness days, volunteer days, monthly awards and recognition as well as health checks and skin checks.
This is a dynamic, fast-paced environment with a leadership team that values accountability, results, and a strong coaching culture.

How to apply
Click apply or contact Kelly-Ann Pedersen, Recruitment Consultant on 02 8877 8772 for a confidential discussion.

About Healthcare Professionals Group
Healthcare Professionals Group recruits all positions: executive, permanent, contracting/temp, at all levels, across all areas of healthcare - Pharmaceuticals, Biotechnology, Medical Technology and Clinical Care.

• Medical Affairs & Life Sciences Recruitment - Clinical Research, Market Access, Medical Affairs, Pharmacovigilance, Quality, Data Management, Regulatory Affairs, Scientific;

• Commercial Recruitment - Marketing, Sales, Analytics, Government and External Affairs
• Business Operations & Infrastructure Recruitment - Administration, Customer Service, Engineering, Finance, Human Resources, IT, L&D, Legal, Manufacturing, Operations, Supply Chain, Warehouse;
• Clinical Care Recruitment - Allied Health, Aged Care, General Practice, Medical Imaging, Medical Management, Medical Specialties, Nursing