Customer Service Manager – Multi-Site Operations

About Totally Workwear

Totally Workwear is a family-owned and operated business proudly servicing the Brisbane Bayside region through our three retail locations at Capalaba, Hemmant and Loganholme. We are committed to providing exceptional customer service, quality products, and skilled solutions for workwear, safety footwear, PPE and corporate uniforms.

As our business continues to grow, we are seeking an experienced and motivated Customer Service Manager to lead the customer experience across our three-store network.

Position Summary

The Customer Service Manager will play a key leadership role within the business, responsible for developing and maintaining a culture of exceptional customer service across all three stores.

This role is focused on improving the customer experience, increasing customer loyalty, driving sales growth, and developing our teams through ongoing coaching and training. Working closely with the senior management team, the successful applicant will identify opportunities for continuous improvement and help implement strategies that strengthen our business performance.

Key Responsibilities

Customer Experience

- Champion a customer-first culture across all three stores.
- Monitor and continually improve customer service standards.
- Resolve customer concerns professionally and efficiently.
- Identify opportunities to improve the overall customer journey.

Sales Growth

- Develop and implement initiatives that increase sales and customer retention.
- Drive repeat business through exceptional service and relationship building.
- Promote and maximise the effectiveness of the Totally Workwear loyalty program.
- Analyse customer feedback and sales trends to identify improvement opportunities.

Team Development

- Design and implement customer service training modules.
- Coach and mentor team members to improve customer engagement and sales performance.




- Support store leadership with ongoing staff development.
- Encourage a positive, high-performing workplace culture.

Leadership & Business Improvement

- Be an active member of the management team.
- Contribute ideas and recommendations that improve operational performance.
- Assist in developing and implementing new business initiatives.
- Work collaboratively with store leadership to achieve business objectives.
- Maintain consistency in customer service standards across all locations.

Key Skills & Experience

The successful applicant will demonstrate:

- Proven experience in a customer service leadership or management role.
- Strong leadership and coaching abilities.
- Excellent communication and interpersonal skills.
- A passion for delivering outstanding customer experiences.
- Experience implementing training and development programs.
- Ability to analyse business performance and identify opportunities for growth.
- Strong organisational and time management skills.
- Ability to work independently while collaborating effectively with a leadership team.
- A current driver's licence and willingness to travel regularly between our Capalaba, Hemmant and Loganholme stores.

What We Offer

- Competitive salary package.
- Performance-based bonus structure.
- Vehicle allowance.
- Opportunity to influence and shape the customer experience across a growing multi-site business.
- Supportive family-owned business culture.
- Professional development and career growth opportunities.
- A leadership position with genuine input into the future direction of the business.

Why Join Totally Workwear?

This is an exciting opportunity for someone who is passionate about customer service and enjoys creating positive change. If you are a motivated leader who thrives on developing people, improving processes and delivering measurable business outcomes, we would love to hear from you.

Join our team and help shape the future of customer service across our growing Totally Workwear network.

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📌 Customer Service Manager (Redland Bay)
🏢 Totally Workwear
📍 Redland Bay