Job Description

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

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

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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.

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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.

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

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

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The Role

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

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Key responsibilities include:

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

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Set clear service standards, priorities and expectations across the department

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

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

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

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Ensure escalations are handled quickly, professionally and with clear ownership

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Monitor open cases, outstanding issues and customer service backlog

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Improve response times, resolution times and overall consistency of service

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

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Introduce stronger processes, reporting and accountability where required

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



case volume and escalation trends

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Conduct regular performance reviews, coaching and development with the team

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Identify capability gaps and provide appropriate training and support

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

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

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

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

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About You

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

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

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You may currently be working as a:

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Head of Customer Service

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Senior Customer Service Manager

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Customer Experience Manager

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Head of Customer Experience

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Customer Support Manager

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Customer Operations Manager

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You will bring:

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Significant experience leading Customer Service teams

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Experience managing or developing other team leaders or Customer Service Managers

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Strong coaching and performance management capability

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Proven experience improving team performance, accountability and service standards

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Strong experience handling complex customer escalations and complaints

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Experience with ticketing,



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

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

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Ability to identify process problems and implement practical improvements

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Strong written and verbal communication skills

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Calm and confident decision-making under pressure

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

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

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What Success Looks Like

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

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The Customer Service Manager receives strong leadership, coaching and support

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Team capability improves and responsibilities are clearly defined

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Customer enquiries and complaints are resolved faster and more consistently

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Escalations are identified and managed earlier

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Backlogs and outstanding cases are visible and under control

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Customer Service KPIs are regularly reviewed and improving

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Recurring customer issues are identified and addressed

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Management has clear visibility over the performance of the function

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

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Why Join Elite Office Furniture

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Senior Customer Service leadership role in a growing national business

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Direct reporting line to the General Manager

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Established team already in place

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Genuine opportunity to develop people and improve performance

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Ownership of Customer Service standards, systems and processes

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Ability to make a visible impact across the business

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Competitive salary based on experience

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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 (New South Wales)
🏢 Elite Office Furniture
📍 New South Wales