This is Adairs:Adairs is on an exciting journey to become Australia's Ultimate Home Style Destination, and this is the perfect time to join us as we grow.
For over 100 years, we've helped Australians create homes that are stylish, functional, and uniquely theirs.
This is an exciting opportunity to lead our Customer Service function and shape the future of customer experience at Adairs.
Working closely with senior leaders, you'll drive service excellence, build team capability and lead key initiatives that improve how we support our customers.
How you will add value:
Lead, coach and develop a high-performing Customer Service teamDrive customer satisfaction and service excellence across all channelsManage escalated customer issues and deliver timely resolutionsAnalyse service metrics and implement process improvementsLead change initiatives, systems enhancements and continuous improvement projectsPartner with Retail, Digital, Supply Chain, Marketing and Operations teamsFoster a customer-first culture built on accountability, care and performanceManage operational budgets and customer service KPIs
About You:
5+ years contact centre management experience – ideally supporting large retail network of stores and onlineProven experience in managing large remote or hybrid teams including multiple regions / time-zonesStrong leadership and team development skillsExcellent communication, problem-solving and interpersonal abilitiesData driven with the ability to interpret reports/information and apply findings to drive resultsDemonstrated ability to manage change, implement process improvements and drive team engagementCommercially astute and confident presenting to Senior ManagementPrevious experience with AI related CS improvements would be advantageous




Make Home Your Career:
At Adairs, we're passionate about creating a workplace where people feel inspired, supported and excited about the impact they make.
Our brand-recent, purpose-built Support Office at Chadstone — The Fashion Capital — has been designed with our people at the centre, blending beautiful spaces, outstanding facilities and a culture that genuinely cares.
Here's what makes working with us genuinely special:
Work from a world-class retail and lifestyle destination, with unparalleled access to shopping, dining and everyday essentialsPaid Parental Leave – supporting your family through life's biggest momentsUp to 6 weeks' annual leave with purchased leave optionHeavily discounted reformer pilates, barre and spin classes just steps from our officeState-of-the-art end-of-trip facilities — ride in, refresh or get ready for a night outA fun, buzzing office culture (yes, the drinks cart makes an appearance — bubbles includedGenerous team discount across Adairs and our wider group, including exclusive sample salesWeekly "All-In" meetings – always be in the know of what is happening across the entire businessFree onsite parking + novated lease optionsSupport that matters: EAP (legal, financial, wellbeing) + discounted health insuranceFamily-friendly benefits, including a dedicated nursing room for new parents
Why Adairs?
Because we're more than a workplace.
We're a place where people feel inspired, valued, supported and connected — all under one incredible roof.
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📌 Customer Service Operations Manager (Victoria)
🏢 Adairs
📍 Victoria