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 Role

Forty 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 fast-paced workplace, and is passionate about delivering exceptional service outcomes while supporting the smooth operation of a national retail franchise network.

What You’ll Be Responsible For

Customer Experience & Service Operations

Manage customer enquiries, complaints, feedback, and escalations across multiple channels





Coordinate online orders and customer support outcomes end-to-end

Work closely with stores, suppliers, and internal teams to resolve issues efficiently

Maintain a high standard of customer care and communication

Store & Franchise Support

Act as a key support contact for franchisees and the retail network

Assist stores with operational and customer-related queries

Coordinate communication between stores and Head Office teams

Reception & Front-of-house

Manage reception and incoming enquiries at Head Office

Welcome visitors and maintain a professional front-of-house environment

Coordinate mail, couriers, and general office administration

Operational & Executive Support

Provide administrative support to senior leaders

Assist with meeting coordination, travel bookings, reporting, and project support

Support continuous improvement initiatives across customer service and operations

What We’re Looking For

We’re looking for someone who is:

Highly organised with strong attention to detail

A confident communicator with a customer-first mindset

Comfortable managing multiple priorities and competing demands

Proactive, reliable, and solutions-focused

Able to build strong relationships across stores, suppliers, and internal teams

Experience





Previous experience in customer service, operations, office coordination, or administration

Experience in retail, franchising, or eCommerce environments highly regarded

Strong Microsoft Office skills and confidence working across systems and workflows

Why Join Forty Winks?

Be part of one of Australia’s leading bedding and sleep retail brands

Play a central role supporting stores and customers across a national franchise network

Work closely with senior leaders and cross-functional teams

Join a supportive and collaborative Head Office environment

Opportunity to shape and improve customer experience processes and service standards

Important to Note

This 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.

Founded in 1984, Forty Winks started its journey in Melbourne - born as a breakaway group of passionate retailers all in pursuit of something bigger. Today, Forty Winks is proudly Australia’s leading sleep destination, with a dominant network of 106 family-owned and operated stores across the nation.

With the best assortment of product, market-leading bedMATCH technology and a growing network of stores - we’re moving into the future with confidence in our people, values and direction.

There has never been a better time to be part of the Forty Winks Family.

We’re #SeriousAboutSleep, are you?

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📌 Customer Service Lead (Melbourne)
🏢 @
📍 Melbourne