Customer Service Manager

Are you a dynamic and experienced leader with a passion for delivering exceptional customer experiences? Our client is seeking a Customer Service Manager to oversee and enhance their customer service operations across all areas of the business.

About the Role

As the Customer Service Manager, you will be responsible for ensuring a seamless and high-quality customer journey from initial enquiry to service delivery. You will lead and manage a team of customer service professionals across Reception, Customer Support, and Scheduling Specialists, ensuring excellence in customer interactions, issue resolution, and overall service efficiency.

Key Responsibilities

Lead and manage the Customer Service team, fostering a culture of excellence and continuous improvement.

Oversee day-to-day operations, ensuring smooth handling of enquiries, bookings, and customer support services.

Monitor team performance, conduct regular reviews, and provide training and development opportunities.

Ensure a consistent and high-quality customer experience across all touchpoints.

Manage escalated or complex customer enquiries and complaints, ensuring timely and effective resolution.

Implement and refine customer service policies, systems, and processes to enhance efficiency.

Analyse customer feedback and performance data to identify areas for improvement.

Collaborate with Business Development and Marketing teams to drive customer engagement and retention.

Maintain strong relationships with key clients and stakeholders to support business growth.

Prepare quotes for complex booking requests and oversee high-profile client engagements.

Ensure compliance with industry regulations, including NDIS and organisational policies.

About You

To succeed in this role, you will have:

5+ years of leadership experience in a senior customer service role.

Strong resilience and the ability to manage organisational change effectively.

A proven ability to innovate and enhance processes to meet evolving customer needs.

Strong analytical skills, with experience using data to drive performance improvements.

Excellent verbal and written communication skills.

The ability to build strong relationships with internal and external stakeholders.

Why Join Us?

Be part of an organisation that values inclusivity, innovation, and customer excellence.

Lead a passionate and dedicated team.

Contribute to strategic business decisions that shape customer experiences.

Work in a dynamic environment where your ideas and leadership will make a real impact.

If you are an experienced and proactive leader who thrives in a customer-focused environment, we would love to hear from you!

Apply now to take the next step in your career!