Customer Service Team Manager

Location: West Gosford

About Us:

At Personalised Favours, we specialise in creating personalised gifts that capture life's most precious moments. As an industry leader, we've received numerous awards and accolades for our exceptional products and services. With a reputation for excellence and a commitment to growth, we are looking for a dedicated CS Team Manager to join our team.

The Role:

We are seeking a Customer Service Manager to lead and inspire our local and overseas customer service team. This is a hands-on leadership role where you’ll not only support your team but also play a direct part in ensuring our customers continue to receive the exceptional service Personalised Favours is known for. If you’re an experienced customer service professional with strong leadership skills, a solutions-focused mindset and the ability to manage complex situations, this role offers the chance to make a real impact and shape the future of our customer experience.

This full-time role is central to our hardworking and busy team. Working in a fast-paced environment, you’ll oversee the customer journey from first contact through to after-sales, while driving improvements in processes, response times and team development.

Key Responsibilities:

Lead, support and mentor our customer service teams

Manage complex enquiries, complaints and escalations

Provide pricing and accurate quotes for custom orders

Work with production to confirm timelines for custom or bulk jobs

Monitor and improve workflows, response times, and customer satisfaction

Prepare for peak periods like Christmas to keep operations smooth

Attend to customer enquiries, phone calls and corporate account requests as needed

Oversee customer feedback processes and ensure timely resolutions

General office and administration duties

Attributes for Success:

Proven customer service experience, ideally with leadership or supervisory exposure

Excellent communication and problem-solving skills

Highly organised with the ability to multitask

Analytical mindset with the ability to improve workflows and processes

Solid computer literacy (Word, Excel, Outlook); experience with Adobe Illustrator is a bonus but not required

Attention to detail with a “people first” approach

A team player with ambition, initiative and a strong work ethic

Why Join Us?
At Personalised Favours, we’re a family-owned business built on creativity, service, and care. This role is an exciting opportunity for someone who wants to step up, lead a dynamic team, and make a real difference to the way our customers experience our brand. This is a full time role based in our West Gosford office.

How to Apply:

If you're ready to join a thriving company and make a positive impact, we'd love to hear from you. Please send your resume and a cover letter to [email protected]

At Personalised Favours we value diversity and promote equal opportunity. We encourage individuals from all backgrounds to apply.

Join our team and be part of a company that celebrates life's moments through personalised gifts. We look forward to welcoming you to our dedicated and passionate team at Personalised Favours. Check out our website here personalisedfavours.com.au