MAYDAY Recruitment is proud to be partnering with one of Australia's largest and most respected funeral service providers to recruit a
Customer Care Manager
.
This is an opportunity for a
hands-on people leader
who enjoys having autonomy, building strong relationships and getting things done.
You'll be leading a close-knit Customer Care team of up to 15 people, supporting families during some of life's most difficult moments while helping shape and improve the way the team operates.
We're looking for someone who thrives in an environment where they have autonomy, ownership and the opportunity to make things happen.
Someone who is proactive, resourceful and confident finding solutions, building relationships across the business and taking the initiative to drive positive outcomes.
You'll have the opportunity to build strong relationships across the business, influence how the team operates and make a tangible impact on both your people and the customer experience.
What you'll be doing
Lead, coach and support a Customer Care team of up to 15 people
Take ownership of the day-to-day operation of the Customer Care function
Build genuine relationships with your team and understand what motivates and supports them
Set clear expectations and create a positive, accountable and high-performing team culture
Be hands-on with escalations, complex customer matters and sensitive situations
Monitor performance, identify opportunities and take action to improve results
Work closely with Operations, Accounts and other internal teams to resolve issues and improve customer outcomes
Proactively build relationships across the wider business and work collaboratively to find solutions




Identify process gaps and take the initiative to implement practical improvements
Support workforce planning, scheduling, KPIs, SLAs and quality standards
Coach team members through regular one-on-ones, call reviews and development conversations
Support change and improvement initiatives across the Customer Care function
Be available for critical after-hours matters when required
What we're looking for
We're looking for the person behind the title — someone who is confident, capable and comfortable operating with autonomy.
You may come from a contact centre, sales, customer service, hospitality, retail, healthcare or another people-focused environment.
What matters most is your leadership capability, commercial thinking and approach to getting things done.
You'll ideally bring:
Previous experience managing or leading a team
A strong customer service or sales background
Confidence managing people, performance and escalations
A proactive, solutions-focused mindset
The ability to work things out, find answers and navigate different stakeholders
Strong interpersonal skills and a genuine interest in your people
Confidence building relationships across the business and holding your own with senior stakeholders
Excellent communication skills and the maturity to manage sensitive or emotional situations




Strong organisational skills and the ability to self-manage priorities
A willingness to be
hands-on
and involved in the detail when required
Resilience, empathy and the ability to remain calm under pressure
Experience working with CRM/contact centre systems and KPIs will be highly regarded
Most importantly, you'll be someone who takes ownership.
You'll be comfortable working autonomously, building relationships, asking questions and taking the initiative to find solutions and make things happen.
What's on offer
Full-time permanent chance
Tuesday – Saturday, with standard hours of either 8am–4pm or 9am–5pm
On-call allowance for critical after-hours matters
Supportive leadership team with genuine autonomy in the role
The opportunity to make a real impact within a growing Customer Care function
A close-knit team where your leadership will be visible and valued
Ongoing development and opportunities to influence how the function evolves
Meaningful work supporting families when they need it most
Join an established organisation while working within a smaller, more agile part of the business
Why this role?
If you're someone who enjoys being trusted to get on with the job, building relationships, solving problems and making improvements, this is an opportunity to make your mark.
You'll have the opportunity to genuinely put your stamp on the Customer Care function, develop your team and influence the customer experience across the business.
If you're a confident people leader who likes to roll up your sleeves, find solutions and make things happen, we'd love to hear from you.
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📌 Customer Service Call Centre Manager (Sydney)
🏢 MAYDAY Recruitment Group - Winner Outstanding Agency 2023
📍 Sydney