Lead Customer Experience. Influence National Service Standards. Develop High-Performing Teams.
Trend Windows & Doors is one of Australia's leading window manufacturers, proudly delivering quality, innovation and design to Australian homes and commercial projects for more than 50 years.
As part of the VENTORA Group, Trend is backed by a portfolio of some of Australia's most trusted building products brands. With more than 4,000 employees nationally, VENTORA offers the scale, stability and career opportunities of a leading Australian organisation while maintaining the supportive culture of a local team.
An exciting opportunity is now available for an experienced
Customer Service Manager
to lead our Customer Service team at our Girraween manufacturing site.
About the Role
Reporting to the General Manager NSW, you will lead a team of 10 Customer Service professionals while driving exceptional customer outcomes across the business.
While this role has direct responsibility for the NSW Customer Service team, it also offers the opportunity to influence and improve customer service performance more broadly across Trend's operations. Working closely with leaders across multiple states, you will help standardise processes, champion service best practice, drive consistency and support the delivery of a customer-first experience nationally.
This is an ideal opportunity for a customer service leader who has successfully managed larger teams, multi-site operations, or complex service environments and is looking to make a broader impact across a growing national business.
Key Responsibilities
Drive customer satisfaction,



service performance and customer retention outcomes
Ensure exceptional customer experiences across all interactions and touchpoints
Lead the resolution of customer enquiries, complaints and escalations
Identify, implement and champion continuous improvement initiatives
Standardise and promote customer service best practices across state operations
Partner with Sales, Operations, Production and Logistics teams to deliver outstanding customer outcomes
Build robust relationships with customers and key internal stakeholders
Lead, coach and develop a team of Customer Service professionals
Foster a positive, engaged and high-performing team culture
Recruit, onboard and support new team members
Drive capability-building, training and development initiatives
About You
You're a genuine people leader who is passionate about creating exceptional customer experiences and developing high-performing teams.
You understand what great customer service looks like at scale and have experience leading teams in environments where service consistency, operational excellence and continuous improvement are critical. You're equally comfortable working strategically across a business as you are coaching and supporting your team on the ground.
You will also bring:




Previous experience leading a Customer Service function
Experience managing larger customer service teams, multi-site teams, or complex customer service operations
Demonstrated success in improving customer service performance and customer satisfaction outcomes
Experience standardising processes and implementing service improvement initiatives across teams or locations
Strong leadership, coaching and mentoring capability
A proven track record of building engaged, high-performing teams
Experience managing customer complaints and escalations
Excellent stakeholder management and relationship-building skills
Strong communication, conflict resolution and problem-solving abilities
Excellent organisational and time management skills
What's on Offer?
Monday to Friday role with no weekend work
Opportunity to influence customer service standards across a national business
Join one of Australia's leading manufacturing organisations
Career progression opportunities across the broader VENTORA Group
Exposure to a portfolio of iconic Australian brands
Supportive leadership team and collaborative culture
Generous staff discounts on VENTORA products
Additional paid birthday leave
Opportunity to schedule annual leave during the Christmas shutdown period
Ongoing learning and professional development opportunities
Eligible applicants must have the legal right to work in Australia. Successful applicants may be required to complete pre-employment checks, including a medical assessment and drug & alcohol screening.
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📌 Customer Service Manager (New South Wales)
🏢 Trend Windows
📍 New South Wales