Full-time Permanent Mid-level SeniorPosted 25 Aug ****About UsWe are a leader within the kitchen industry, with well-known, high-quality brands such as Kinsman and Freedom kitchens and wardrobes, both heavily associated with the popular show, "The Block".
Proudly, we are Australian owned and manufactured, with a reputation for delivering to Australian standards and excellence, driven by a superior quality of products, exceptional service and flexible on-trend design solutions for today's lifestyle needs.About the RoleWe are seeking an experienced and customer-focused Assistant Customer Service Manager to lead the resolution of complex customer matters and support the delivery of an exceptional end-to-end customer experience.
This is a hands-on leadership role requiring strong expertise in customer complaint resolution, escalation management, team development, stakeholder engagement and reporting.
Based in Somersby and reporting to the Customer Service Manager, you will help lead a high-performing team while ensuring consistent service standards, productive resolution processes and a customer-first culture are embedded throughout the organisation.
You will act as a key escalation point for complex customer matters, balancing customer satisfaction with commercial outcomes while ensuring compliance with Australian Consumer Law and company policies.Key ResponsibilitiesSupport the leadership,



coaching and performance development of the Customer Service teamDrive a consistent and professional customer experience across all customer touchpointsManage complex customer complaints and escalations through to timely and satisfactory resolutionCoordinate customer resolutions across Sales, Operations, Installation, Supply Chain, Quality Assurance and Support teamsMonitor and report on customer satisfaction trends and service performancePrepare and manage reports on escalations, resolutions and customer feedbackIdentify recurring issues and implement continuous improvement initiativesBuild strong relationships across all departments to drive customer-focused outcomesSupport training and development initiatives that strengthen team capabilityPromote a positive, collaborative and customer-first culture throughout the businessWhat You'll BringExperience in customer service leadership, customer experience and escalation managementStrong proven record of resolving complex customer complaints and disputesExcellent communication, negotiation and conflict resolution skillsA collaborative, team-first approach with the ability to work effectively across all departments and levels of the business, including senior leadersAbility to build partnerships across Sales, Operations, Installation, Supply Chain, Finance and Support teamsExperience coaching and mentoring customer service teamsWorking knowledge of Australian Consumer Law (ACL),



warranty obligations and customer dispute resolution processesUnderstanding of Fair Trading requirements and complaint escalation pathwaysStrong commercial acumen, organisational skills and attention to detailHighly developed Microsoft Office skills including reporting, analysis and maintaining accurate CRM and operational recordsHigh emotional intelligence and a genuine customer-first mindsetWhat We OfferSupportive and collaborative team environmentCompetitive remuneration packageStaff discounts across our brandsStaff social events and recognition programsThe opportunity to make a genuine impact on customer satisfaction, team performance and business successWe are committed to fostering an inclusive and diverse workplace where everyone feels respected, valued, and supported.
We welcome applications from people of all backgrounds, experiences, and abilities.By applying for roles with us, you are consenting to complete relevant background checks and that you have the appropriate working rights to be employed in Australia.Company OverviewWe are a leader within the kitchen industry, with well-known, high-quality brands such as Kinsman and Freedom kitchens and wardrobes, both heavily associated with the popular show, "The Block".
Proudly, we are Australian owned and manufactured, with a reputation for delivering to Australian standards and excellence, driven by a superior quality of products, exceptional service and flexible on-trend design solutions for today's lifestyle needs.
#J-*****-Ljbffr

📌 Assistant Customer Service Manager (New South Wales)
🏢 Rgit Australia
📍 New South Wales