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
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 strong people leadership with a practical approach to customer problems, processes and accountability.
Job Titles You May Currently Hold
Head of Customer Service
Senior Customer Service Manager
Customer Experience Manager
Head of Customer Experience
Customer Support Manager
Customer Operations Manager
What 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.
#J-*****-Ljbffr

📌 Head Of Customer Service (Sydney)
🏢 Elite Office Furniture
📍 Sydney