Personalised Plates Queensland (PPQ), in partnership with the Queensland Department of Transport and Main Roads, markets and sells personalised number plates across the state. More than just ID, these plates are a canvas for creativity, allowing Queenslanders to express their individuality.

PPQ's enthusiastic team aims to make Queensland world-famous for its unique and imaginative number plates.

Company description

Personalised Plates Queensland (PPQ), in partnership with the Queensland Department of Transport and Main Roads, markets and sells personalised number plates across the state. More than just ID, these plates are a canvas for creativity, allowing Queenslanders to express their individuality.

PPQ's enthusiastic team aims to make Queensland world-famous for its unique and imaginative number plates.

Overview

Customer Service Manager

We’re looking for apassionate Customer Service Manager to lead our customer service function within PPQ, supporting our partnership with the Department of Transport & Main Roads (TMR).

You’ll play a key part in shaping customer experience, influencing product improvements, and driving operational excellence across a high-performing team.

About the Role

As Customer Service Manager, you’ll oversee day-to-day operations while leading a team of customer service consultants. You’ll be responsible for delivering exceptional service outcomes, driving performance against KPIs, and acting as the escalation point for complex customer matters.

You’ll also partner with stakeholders across the business to bring the voice of the customer into decision making, helping to improve processes, products, and customer outcomes.

What You’ll Be Doing

- Lead service delivery across phone, email, live chat and ticketing channels

- Manage escalations and resolve complex or high-risk customer issues

- Ensure service and sales KPIs are consistently met,



including response times and satisfaction targets

- Optimise workflows and identify opportunities to improve efficiency and customer outcomes

- Manage, coach and develop a team of customer service consultants

- Identify trends, risks and opportunities to enhance customer experience

- Contribute to product development by elevating customer insights

- Ensure adherence to regulatory, compliance, and internal policies

- Provide reporting and insights on performance and operational metrics.

About you

- Proven experience leading a Customer Service or Contact Centre team

- Background in sales-driven service environments or highly regulated industries

- Solid leadership skills with the ability to coach, influence and motivate

- Experience managing KPIs, workforce planning and operational performance

- Excellent communication skills, with the ability to handle complex customer issues

- A continuous improvement mindset with strong problem-solving capability

- Experience with customer service platforms (e.g. cloud-based systems likeipSCAPE)

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Diversity. Inclusion. Equity. More than just words; these are part of our DNA. At Publicis Groupe, we are committed to the inclusion and recognition of all people regardless of race, age, culture, ability, ethnicity, gender identity or expression, sexual orientation, marital status, and religious affiliation. We believe that to deliver the best solutions to our clients, our people need to reflect the diverse communities in which our clients operate. We value diversity and the skills, knowledge, and experience that difference brings to our culture and solutions.

We are committed to providing reasonable adjustments for people with disability or those that require additional support throughout the application process. If you need any assistance or adjustments, please contact us via recruitmentpublicisgroupe.com; your personal information will be kept confidential.

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📌 Customer Service Manager (Queensland)
🏢 Publicis
📍 Queensland