Guardian Personal Alarms | Full-Time | Warwick, WA
Lead people. Elevate customer experience. Make a difference.
Guardian Personal Alarms is looking for an experienced and people-focused
Customer Service Manager
to lead our growing Customer Service team.
This is a hands-on
player-coach leadership role
for someone who genuinely enjoys leading people, developing capability, creating structure and accountability, and delivering an exceptional customer experience.
You'll lead a team that supports customers and families who rely on our personal alarm products for greater independence, safety and peace of mind.
About the Role
Reporting directly to the Managing Director, you will take ownership of the day-to-day leadership and performance of our Customer Service function.
You'll lead and develop a team including a Senior Customer Service Officer (2IC), Customer Service and Returns Officers, and Reception.
While this is first and foremost a
leadership position
, we believe great leaders stay connected to the work. You'll remain visible and accessible to your team, stepping into customer service operations when needed while spending the majority of your time leading, coaching, planning and improving team performance.
What You'll Be Responsible For
Lead, coach and develop the Customer Service team
Manage workflows, priorities, rostering and leave coverage
Develop and empower the Senior CSO as your operational 2IC
Oversee customer enquiries across phone, email, walk-ins and service requests
Take ownership of escalated and complex customer matters
Ensure service standards, response times and customer records are consistently maintained
Identify opportunities to improve processes,



systems and operational efficiency
Build a positive, professional and accountable team culture
What We're Looking For
We're looking for an established leader who is comfortable with both the
people and operational sides of management
.
You will ideally bring:
Demonstrated experience leading a customer service or service-based team
Solid people leadership, coaching and team development skills
Confidence managing performance and having constructive, sometimes difficult, conversations
Excellent organisation, prioritisation and follow-through
Strong written and verbal communication skills
The ability to remain calm, professional and solutions-focused under pressure
Confidence working across multiple platforms and business systems
Experience within personal alarms, aged care or the disability sector is
not essential
. Strong leadership capability, emotional intelligence and the ability to learn our business are more important to us.
What Success Looks Like
You'll know you're succeeding when your team is confident, well supported and accountable; customers receive consistently high-quality service; workflows and escalations are well managed; and you're developing people rather than simply solving every problem yourself.
The Guardian Way
At Guardian Personal Alarms,
how we work is just as important as what we do.
Our values are
Empathy, Respect, Innovation, Collaboration and Gratitude
, and we expect our leaders to bring these values to life through the way they communicate, make decisions, support their teams and care for our customers.
Our approach to customer care is simple:
Be Warm. Be Clear. Be Confident. Be Helpful.
#J-*****-Ljbffr

📌 Customer Service Manager (Western Australia)
🏢 Guardian Personal Alarms
📍 Western Australia