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 collaborative Head Office environment
Chance 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 (Victoria)
🏢 Forty Winks
📍 Victoria