Girraween, New South Wales Lead Customer Experience.

Influence National Service

Standards.

Develop

High-Performing Teams.

Trend

Windows & Doors is one of Australia's leading window manufacturers, proudly delivering quality, innovation and design to Australian homes and commercial projects for more than 50 years. As part of the VENTORA Group, Trend is backed by a portfolio of some of Australia's most trusted building products brands. With more than 4,000 employees nationally, VENTORA offers the scale, stability and career opportunities of a leading Australian organisation while maintaining the supportive culture of a local team.

An exciting chance is now available for an experienced Customer Service Manager to lead our Customer Service team at our Girraween manufacturing site.

About the Role Reporting to the General Manager NSW, you will lead a team of 10 Customer Service professionals while driving exceptional customer outcomes across the business. While this role has direct responsibility for the NSW Customer Service team, it also offers the opportunity to influence and improve customer service performance more broadly across Trend's operations. Working closely with leaders across multiple states, you will help standardise processes, champion service best practice, drive consistency and support the delivery of a customer-first experience nationally.

This is an ideal opportunity for a customer service leader who has successfully managed larger teams, multi-site operations, or complex service environments and is looking to make a broader impact across a growing national business.

Key Responsibilities Drive customer satisfaction, service performance and customer retention outcomes

Ensure exceptional customer experiences across all interactions and touchpoints





Lead the resolution of customer enquiries, complaints and escalations

Identify, implement and champion continuous improvement initiatives

Standardise and promote customer service best practices across state operations

Partner with Sales, Operations, Production and Logistics teams to deliver outstanding customer outcomes

Build strong relationships with customers and key internal stakeholders

Lead, coach and develop a team of Customer Service professionals

Foster a positive, engaged and high-performing team culture

Recruit, onboard and support new team members

Drive capability-building, training and development initiatives About You You're a genuine people leader who is passionate about creating exceptional customer experiences and developing high-performing teams. You understand what great customer service looks like at scale and have experience leading teams in environments where service consistency, operational excellence and continuous improvement are critical. You're equally comfortable working strategically across a business as you are coaching and supporting your team on the ground.

You will also bring: Previous experience leading a Customer Service function

Experience managing larger customer service teams, multi-site teams, or complex customer service operations

Demonstrated success in improving customer service performance and customer satisfaction outcomes





Experience standardising processes and implementing service improvement initiatives across teams or locations

Strong leadership, coaching and mentoring capability A proven track record of building engaged, high-performing teams

Experience managing customer complaints and escalations

Excellent stakeholder management and relationship-building skills

Strong communication, conflict resolution and problem-solving abilities

Excellent organisational and time management skills What's on Offer? Monday to Friday role with no weekend work

Opportunity to influence customer service standards across a national business

Join one of Australia's leading manufacturing organisations

Career progression opportunities across the broader VENTORA Group

Exposure to a portfolio of iconic Australian brands

Supportive leadership team and collaborative culture

Generous staff discounts on VENTORA products

Additional paid birthday leave

Opportunity to schedule annual leave during the Christmas shutdown period

Ongoing learning and professional development opportunities Apply Now If you're an experienced Customer Service leader who enjoys developing people, improving customer outcomes and influencing service excellence across a broader organisation, we'd love to hear from you. Apply now and take the next step in your leadership career with Trend Windows & Doors.

Eligible applicants must have the legal right to work in Australia. Successful applicants may be required to complete pre-employment checks, including a medical assessment and drug & alcohol screening. Agencies will only be engaged if required. Please do not contact us or send candidates unless requested by the Talent Acquisition Team.

📌 Customer Service Manager (Sydney)
🏢 Trend Windows u0026 Doors
📍 Sydney