Network Plumbing Group of Companies – North Sydney NSW

$100,000 - $110,000 a year

Full time

3d ago , from Illawarra Mercury Job Board

Location: Terrey Hills, North Shore and Northern Beaches
Job Type: Full-time
Salary: $100k to $110k

Lead our Customer Service team | Drive Growth | Great working culture

Join a first-class company

Network Plumbing has been proudly servicing the North Shore, Sydney Metro, and Wollongong regions since the ’80s. Our unwavering commitment to excellence has earned us a reputation for delivering results that exceed expectations. Check out our Google Reviews - all you need to know is right there 4.8 600+ Google Reviews.

We’re looking for a Customer Service Manager to lead our Customer Service Representative (CSR) team — an exceptional leader who can develop people, drive accountability, and lift performance through coaching and structure.

Reporting directly to the General Manager, you’ll take full ownership of our inbound call centre, customer experience and booking performance, leading a strong team of Customer Service Representatives already in place.

What’s On Offer

- Permanent full-time position with stability and room to grow
- Supportive team environment with long-term staff
- Social events, a fun team who get together frequently for social gatherings, monthly BBQs

About the Role

You’ll be responsible for:

Leading and developing our Customer Service Representatives

Driving booking conversion, customer experience and call quality

Coaching team members through regular call reviews and one-on-one development

Implementing daily KPI rhythms, reporting and accountability

Recruiting,



onboarding and developing future CSR talent

Working closely with Dispatch, Marketing and operational leaders to maximise lead conversion and customer satisfaction

Owning workforce planning and rostering, ensuring the team is appropriately resourced

Building a culture of accountability, continuous improvement and outstanding customer service

What We’re Looking For

A proven leader who has successfully led a customer service or contact centre team

Highly data-driven, comfortable managing daily KPIs such as booking conversion, call quality and productivity

Confident and direct — comfortable having performance conversations and holding people accountable

Thrives in a fast-paced, high-performance workplace

Organised and proactive, with excellent communication skills

Genuinely passionate about delivering an exceptional customer experience

Industry experience isn’t essential — we’re far more interested in a proven track record leading a high-volume inbound contact centre, customer service or inside sales team. We can teach the trades; it’s much harder to teach leadership, coaching and accountability.

Success in This Role Will Be Measured By

Lead booking conversion

Call quality and consistency

Team engagement and retention

Overall operational efficiency

Why Network Plumbing?

We’re a long-established, community-focused company where people stay because they’re valued. You’ll enjoy stability, great earning potential, and the chance to build and shape our Customer Service function, backed by a positive workplace built on respect and professional pride.

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📌 Customer Service Manager (Surry Hills)
🏢 Network Plumbing Group of Companies
📍 Surry Hills