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 RoleForty 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 rapid-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 ForCustomer Experience & Service OperationsManage customer enquiries, complaints, feedback, and escalations across multiple channelsCoordinate online orders and customer support outcomes end-to-endWork closely with stores, suppliers,



and internal teams to resolve issues efficientlyMaintain a high standard of customer care and communicationStore & Franchise SupportAct as a key support contact for franchisees and the retail networkAssist stores with operational and customer-related queriesCoordinate communication between stores and Head Office teamsReception & Front-of-HouseManage reception and incoming enquiries at Head OfficeWelcome visitors and maintain a professional front-of-house environmentCoordinate mail, couriers, and general office administrationOperational & Executive SupportProvide administrative support to senior leadersAssist with meeting coordination, travel bookings, reporting, and project supportSupport continuous improvement initiatives across customer service and operationsWhat We're Looking ForWe're looking for someone who is:Highly organised with strong attention to detailA confident communicator with a customer-first mindsetComfortable managing multiple priorities and competing demandsProactive, reliable, and solutions-focusedAble to build strong relationships across stores, suppliers, and internal teamsExperiencePrevious experience in customer service, operations, office coordination, or administrationExperience in retail, franchising, or eCommerce environments highly regardedStrong Microsoft Office skills and confidence working across systems and workflowsWhy Join Forty Winks?
Be part of one of Australia's leading bedding and sleep retail brandsPlay a central role supporting stores and customers across a national franchise networkWork closely with senior leaders and cross-functional teamsJoin a supportive and collaborative Head Office environmentOpportunity to shape and improve customer experience processes and service standardsImportant to NoteThis 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