This is Adairs:
Adairs is on an exciting journey to become Australia's Ultimate Home Style Destination, and this is the perfect time to join us as we grow.
For over 100 years, we've helped Australians create homes that are stylish, functional, and uniquely theirs.
This is an exciting opportunity to lead our Customer Service function and shape the future of customer experience at Adairs.
Working closely with senior leaders, you'll drive service excellence, build team capability and lead key initiatives that improve how we support our customers.
How you will add value:
Lead, coach and develop a high-performing Customer Service team
Drive customer satisfaction and service excellence across all channels
Manage escalated customer issues and deliver timely resolutions
Analyse service metrics and implement process improvements
Lead change initiatives, systems enhancements and continuous improvement projects
Partner with Retail, Digital, Supply Chain, Marketing and Operations teams
Foster a customer-first culture built on accountability, care and performance
Manage operational budgets and customer service KPIs
About You:
5+ years contact centre management experience – ideally supporting large retail network of stores and online
Proven experience in managing large remote or hybrid teams including multiple regions / time-zones
Robust leadership and team development skills
Excellent communication, problem-solving and interpersonal abilities
Data driven with the ability to interpret reports/information and apply findings to drive results
Demonstrated ability to manage change, implement process improvements and drive team engagement




Commercially astute and confident presenting to Senior Management
Previous experience with AI related CS improvements would be advantageous
Make Home Your Career:
At Adairs, we're passionate about creating a workplace where people feel inspired, supported and excited about the impact they make.
Our brand-new, purpose-built Support Office at Chadstone — The Fashion Capital — has been designed with our people at the centre, blending beautiful spaces, outstanding facilities and a culture that genuinely cares.
Here's what makes working with us genuinely special:
Work from a world-class retail and lifestyle destination, with unparalleled access to shopping, dining and everyday essentials
Paid Parental Leave – supporting your family through life's biggest moments
Up to 6 weeks' annual leave with purchased leave option
Heavily discounted reformer pilates, barre and spin classes just steps from our office
State-of-the-art end-of-trip facilities — ride in, refresh or get ready for a night out
A fun, buzzing office culture (yes, the drinks cart makes an appearance — bubbles included
Generous team discount across Adairs and our wider group, including exclusive sample sales
Referral rewards — good people bring good people
Weekly "All-In" meetings – always be in the know of what is happening across the entire business
Free onsite parking + novated lease options
Support that matters: EAP (legal, financial, wellbeing) + discounted health insurance
Family-friendly benefits, including a dedicated nursing room for new parents
Why Adairs?
Because we're more than a workplace.
We're a place where people feel inspired, valued, supported and connected — all under one incredible roof.
#J-*****-Ljbffr

📌 Customer Service Operations Manager (Melbourne)
🏢 Adairs Retail Group
📍 Melbourne