Network Plumbing Group of Companies – Terrey Hills NSW
Location:
Terrey Hills, North Shore and Northern Beaches
Job Type:
Full-time
Salary:
$100k to $110k
Lead our Customer Service team

Drive
Growth |
Excellent 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 environment
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.
#J-*****-Ljbffr

📌 Customer Service Manager (New South Wales)
🏢 Network Plumbing Group of Companies
📍 New South Wales