Join our team and lead the delivery of exceptional customer experiences

At MMP, we provide a compassionate and meaningful service, managing eight Memorial Parks across the Sydney and Newcastle region. As a Crown Land Cemetery Operator, we ensure sustainable, affordable, and respectful services to support people in the memorialisation of their loved ones, and a place for reflection. We’re committed to excellence, offering care for future generations and people are at the heart of everything we do.

We are seeking an experienced and customer-focused leader to join our team as Customer Care Manager at our Macquarie Park Cemetery site. This is a permanent, full-time opportunity to lead a team and drive service excellence in a dynamic and fast-paced environment.

About the Role

As Customer Care Manager, you will be responsible for leading the seamless delivery of customer support services across the customer journey, ensuring compliance with all processes and a high standard of service delivery. You will lead and develop a team of customer care professionals, drive process improvements, and collaborate with cross-functional leaders to achieve exceptional customer experiences.

Key Responsibilities

Lead and develop a high-performing customer care team

Coordinate and lead team meetings, projects, and process improvements

Foster a customer service mindset with strong follow-up and forward planning strategies

Identify opportunities for improved productivity and efficient operations

Ensure accurate recording of data and oversee audit and remediation tasks

Provide daily direction and communication to the Customer Care Team

Liaise with families, Funeral Directors, Monumental Masons, suppliers, and the public

Manage day-to-day staff matters, including time and attendance, payroll, leave, and performance management

Ensure compliance with industry legislation, governance, and compliance requirements

Essential Requirements

Minimum 5 years' experience in a comprehensive service environment with a strong focus on customer experience and service excellence

Minimum 2-3 years in a customer serving leadership role or demonstrated experience in driving effective customer relations and services

Experience working in a Cemetery, Funeral or related industry

Strong technical aptitude and high-level capability in the use of CRM Systems

Demonstrated experience in leading a team, driving shared objectives, and service methodologies

Excellent service performance, leadership skills, and ability to perform at a high level

Cert IV in Leadership and Management, related discipline, or willingness to obtain is desirable

What We Offer

A dynamic and supportive work environment

Opportunities for professional growth and development

A competitive salary and benefits package

How to Apply

If you are a customer-focused leader with experience in a service environment, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role by 5.00 pm Tuesday 22 April 2025.