Auburn, Sydney NSW | Full time | Office-BasedElite 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 RoleYou 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 teamSet clear service standards, priorities and expectations across the departmentCoach and support the Customer Service Manager to strengthen day-to-day team leadership and performanceProvide senior oversight of workload allocation, case ownership and customer follow-upAct as the senior escalation point for complex or sensitive customer complaintsEnsure escalations are handled quickly, professionally and with clear ownershipMonitor open cases, outstanding issues and customer service backlogImprove response times, resolution times and overall consistency of serviceReview and improve workflows across Freshdesk, Shopify Plus, Gmail and related systemsIntroduce stronger processes, reporting and accountability where requiredMonitor Customer Service KPIs including response time, resolution time, backlog,



case volume and escalation trendsConduct regular performance reviews, coaching and development with the teamIdentify capability gaps and provide appropriate training and supportOversee the customer bookings coordinator and ensure customer delivery and installation bookings are communicated clearlyWork closely with Sales, Logistics, Warehouse and other departments to resolve customer issues and improve handoversIdentify recurring service problems and work with management to address their underlying causesProvide the General Manager with clear reporting and visibility over Customer Service performanceAbout YouYou 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.You may currently be working as a:Head of Customer ServiceSenior Customer Service ManagerCustomer Experience ManagerHead of Customer ExperienceCustomer Support ManagerCustomer Operations ManagerYou will bring:Significant experience leading Customer Service teamsExperience managing or developing other team leaders or Customer Service ManagersStrong coaching and performance management capabilityProven experience improving team performance, accountability and service standardsStrong experience handling complex customer escalations and complaintsExperience with ticketing,



CRM or customer service platforms such as Freshdesk, Zendesk, Gorgias, Salesforce, Shopify or similarStrong understanding of Customer Service KPIs including response time, resolution time, SLA, backlog and case volumesAbility to identify process problems and implement practical improvementsStrong written and verbal communication skillsCalm and confident decision-making under pressureA hands-on leadership style and willingness to work closely with the teamConfidence working directly with senior management in a fast-moving businessWhat Success Looks LikeThe existing Customer Service team becomes more structured, consistent and accountableThe Customer Service Manager receives strong leadership, coaching and supportTeam capability improves and responsibilities are clearly definedCustomer enquiries and complaints are resolved faster and more consistentlyEscalations are identified and managed earlierBacklogs and outstanding cases are visible and under controlCustomer Service KPIs are regularly reviewed and improvingRecurring customer issues are identified and addressedManagement has clear visibility over the performance of the functionThe department has strong leadership depth and is not dependent on any single individualWhy Join Elite Office FurnitureSenior Customer Service leadership role in a growing national businessDirect reporting line to the General ManagerEstablished team already in placeGenuine opportunity to develop people and improve performanceOwnership of Customer Service standards, systems and processesAbility to make a visible impact across the businessCompetitive salary based on experienceIf 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.
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📌 Head Of Customer Service (New South Wales)
🏢 Elite Office Furniture
📍 New South Wales