Forty Winks is a proudly Australian-owned retail franchise network specialising in bedding, mattresses and sleep solutions. With a strong national footprint and trusted reputation, the business is focused on helping customers achieve better sleep through expert advice, quality products and personalised service.

Operating through a combination of franchised stores and a growing online channel, Forty Winks continues to invest in customer experience, operational excellence and franchise support to strengthen its position as a market leader in sleep retail. The organisation is built on collaboration, service quality and a commitment to continuous improvement across all customer touchpoints.

About the Role

Forty Winks is seeking an experienced and highly organised Customer Service Lead to join our National Support Centre in Mulgrave.

This is a hands-on, full-time, office-based role that plays a central part in supporting our stores, customers, suppliers, and internal teams. Acting as a key point of coordination across the business, you will help ensure customer enquiries, online orders, escalations, and operational support requests are managed efficiently, professionally, and with a strong customer-first mindset.

This role is ideal for someone who enjoys variety, thrives in a fast-paced environment, and is passionate about delivering exceptional service outcomes while supporting the smooth operation of a national retail franchise network.

What You’ll Be Responsible For

Customer Experience & Service Operations

- Manage customer enquiries, complaints, feedback, and escalations across multiple channels
- Coordinate online orders and customer support outcomes end-to-end
- Work closely with stores, suppliers, and internal teams to resolve issues efficiently
- Maintain a high standard of customer care and communication

Store & Franchise Support





- Act as a key support contact for franchisees and the retail network
- Assist stores with operational and customer-related queries
- Coordinate communication between stores and Head Office teams

Reception & Front-of-House

- Manage reception and incoming enquiries at Head Office
- Welcome visitors and maintain a professional front-of-house environment
- Coordinate mail, couriers, and general office administration

Operational & Executive Support

- Provide administrative support to senior leaders
- Assist with meeting coordination, travel bookings, reporting, and project support
- Support continuous improvement initiatives across customer service and operations

What We’re Looking For

We’re looking for someone who is:

- Highly organised with strong attention to detail
- A confident communicator with a customer-first mindset
- Comfortable managing multiple priorities and competing demands
- Proactive, reliable, and solutions-focused
- Able to build strong relationships across stores, suppliers, and internal teams

Experience

- Previous experience in customer service, operations, office coordination, or administration
- Experience in retail, franchising, or eCommerce environments highly regarded
- Strong Microsoft Office skills and confidence working across systems and workflows

Why Join Forty Winks?

- Be part of one of Australia’s leading bedding and sleep retail brands
- Play a central role supporting stores and customers across a national franchise network
- Work closely with senior leaders and cross-functional teams
- Join a supportive and team-oriented Head Office environment
- Opportunity to shape and improve customer experience processes and service standards

Important to Note

This is a full-time, office-based role located at our Mulgrave Head Office, Monday to Friday. The role requires a consistent in-office presence to support collaboration, responsiveness, customer service, and operational coordination across the business.

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📌 Customer Service Lead (Monash)
🏢 Forty Winks
📍 Monash