Location: Cairns, QLD
Employment Type: Full Time
Reports To: Managing Director
Position Purpose
The Operations & Customer Relations Manager is responsible for leading Telequip's day-to-day operations, supporting our team, maintaining exceptional customer relationships and helping grow the business.
This is a hands-on leadership role requiring sound judgement, accountability and a strong customer focus. The successful candidate will take ownership of operational issues, resolve customer escalations, support business improvement and contribute to the long-term success of Telequip.
Key Responsibilities
Operations
- Coordinate daily business operations and workflow.
- Monitor service delivery and operational performance.
- Ensure operational issues are resolved efficiently.
- Improve business processes and operational efficiency.
- Support staff and coordinate activities across departments.
- Prepare operational reports and recommendations.
Customer Relationships
- Build and maintain strong customer relationships.
- Conduct customer visits and business reviews.
- Resolve customer enquiries, complaints and service disputes.
- Act as the primary escalation point for operational issues.
- Handle difficult customer situations professionally while protecting the company's commercial interests.
- Deliver excellent customer service at all times.
Billing & Commercial Support
- Act as the escalation point for operational and billing enquiries.
- Work with the Accounts team to resolve billing disputes and customer concerns.
- Assist with contract renewals, routine commercial negotiations and customer retention.
- Identify opportunities for additional products and services.
- Support sustainable business growth through proactive customer engagement.
Leadership
- Lead by example with professionalism and integrity.
- Make timely operational decisions within delegated authority.
- Take ownership of issues through to resolution.
- Promote teamwork, accountability and continuous improvement.
- Support the development of staff and a positive workplace culture.
Skills & Experience
Essential:
- Experience in operations, service delivery, customer relationship management or business coordination.
- Excellent communication, organisational and problem-solving skills.
- Ability to manage competing priorities and work independently.
- Solid customer service and dispute resolution skills.
- Sound commercial judgement and decision-making ability.
- Current Australian Driver Licence.
Desirable:
- Experience in Managed IT Services, Telecommunications or Professional Services.
- Experience using CRM or PSA systems.
- Contract administration or account management experience.
Key Performance Indicators
Success in this role will be measured by:
- Customer satisfaction and retention.
- Timely resolution of operational and customer issues.
- Operational efficiency and workflow improvements.
- Customer visits and relationship management.
- Support for contract renewals and business growth.
- Team collaboration and leadership.
- Continuous improvement initiatives.
Salary & Benefits
- Salary: $85,000–$95,000 + Superannuation
- Performance Bonus based on agreed KPIs.
- Professional development and mentoring.
- Career progression opportunities.
- Mobile phone and laptop.
Pre-Employment Requirements
The preferred applicant will be required to satisfactorily complete pre-employment screening relevant to the role, which may include:
- National Police Check.
- Proof of identity and right to work in Australia.
- Verification of qualifications and licences.
- Employment history and reference checks.
- Medical or functional assessment where reasonably required for the inherent requirements of the role.
- Driver licence verification.
- Any additional background screening required to meet customer or contractual obligations.
Applicants should demonstrate a reliable employment history, strong professional references, high integrity and a commitment to delivering excellent customer service.
Why Join Telequip?
Join an established and growing technology company where you'll have the opportunity to make a genuine impact, develop your leadership skills and help shape the future of the business.