Head of Customer Service

Auburn, Sydney NSW | Full-Time | Office-Based

Elite Office Furniture is a fast-growing national office furniture supplier, servicing businesses, government, education and commercial fitout customers across Australia.

We are looking for an experienced and hands-on Head of Customer Service to take overall leadership of our Customer Service function and help us lift service standards, team performance and customer outcomes as the business continues to grow.

Reporting directly to the General Manager, you will work closely with our existing Customer Service Manager and team, providing senior leadership, coaching, structure and accountability across the function.

You will also oversee a coordinator responsible for customer delivery and installation bookings.

This is an office-based position in Auburn due to the hands-on leadership and coaching required.

The Role

You will have overall responsibility for the performance and continuous improvement of the Customer Service function.

Key responsibilities include:

- Lead and develop the Customer Service function, including the existing Customer Service Manager and team

- Set clear service standards, priorities and expectations across the department

- Coach and support the Customer Service Manager to strengthen day-to-day team leadership and performance

- Provide senior oversight of workload allocation, case ownership and customer follow-up

- Act as the senior escalation point for complex or sensitive customer complaints

- Ensure escalations are handled quickly, professionally and with clear ownership

- Monitor open cases, outstanding issues and customer service backlog

- Improve response times, resolution times and overall consistency of service

- Review and improve workflows across Freshdesk, Shopify Plus, Gmail and related systems

- Introduce stronger processes, reporting and accountability where required

- Monitor Customer Service KPIs including response time, resolution time, backlog,



case volume and escalation trends

- Conduct regular performance reviews, coaching and development with the team

- Identify capability gaps and provide appropriate training and support

- Oversee the customer bookings coordinator and ensure customer delivery and installation bookings are communicated clearly

- Work closely with Sales, Logistics, Warehouse and other departments to resolve customer issues and improve handovers

- Identify recurring service problems and work with management to address their underlying causes

- Provide the General Manager with clear reporting and visibility over Customer Service performance

About You

You are an experienced Customer Service leader who is comfortable stepping into an established team, improving performance and developing existing managers and team members.

You combine solid people leadership with a practical approach to customer problems, processes and accountability.

You may currently be working as a:

- Head of Customer Service

- Senior Customer Service Manager

- Customer Experience Manager

- Head of Customer Experience

- Customer Support Manager

- Contact Centre Manager

- Customer Operations Manager

You will bring:

- Significant experience leading Customer Service teams

- Experience managing or developing other team leaders or Customer Service Managers

- Strong coaching and performance management capability

- Proven experience improving team performance, accountability and service standards

- Strong experience handling complex customer escalations and complaints

- Experience with ticketing,



CRM or customer service platforms such as Freshdesk, Zendesk, Gorgias, Salesforce, Shopify or similar

- Strong understanding of Customer Service KPIs including response time, resolution time, SLA, backlog and case volumes

- Ability to identify process problems and implement practical improvements

- Strong written and verbal communication skills

- Calm and confident decision-making under pressure

- A hands-on leadership style and willingness to work closely with the team

- Confidence working directly with senior management in a fast-moving business

What Success Looks Like

- The existing Customer Service team becomes more structured, consistent and accountable

- The Customer Service Manager receives strong leadership, coaching and support

- Team capability improves and responsibilities are clearly defined

- Customer enquiries and complaints are resolved faster and more consistently

- Escalations are identified and managed earlier

- Backlogs and outstanding cases are visible and under control

- Customer Service KPIs are regularly reviewed and improving

- Recurring customer issues are identified and addressed

- Management has clear visibility over the performance of the function

- The department has strong leadership depth and is not dependent on any single individual

Why Join Elite Office Furniture

- Senior Customer Service leadership role in a growing national business

- Direct reporting line to the General Manager

- Established team already in place

- Genuine opportunity to develop people and improve performance

- Ownership of Customer Service standards, systems and processes

- Ability to make a visible impact across the business

- Competitive salary based on experience

If you are an experienced Customer Service leader who enjoys developing teams, strengthening managers and building a high-performing service culture, we would like to hear from you.

📌 Head of Customer Service (Auburn)
🏢 Elite Office Furniture
📍 Auburn