Lead, manage and support the National Customer Service team
Develop, coach and manage Customer Service Managers and Customer Quality Manager
Ensure clear role responsibilities, accountabilities and performance expectations through regular performance reviews
Lead consistent service outcomes through effective resourcing, workload allocation, team coverage and peak-period readiness
Monitor reporting, trends, risks and customer feedback to support informed decision-making
Drive CS NPS improvement through action plans, service recovery practices and customer-experience initiatives
Manage escalations, incidents, customer risks and supplier issues through timely resolution
Identify and deliver continuous improvement initiatives that reduce rework and strengthen quality
Ensure compliance with policies, procedures, QMS/ISO requirements and agreed ways of working
Build a high-performing, productive and engaging work environment and support cross-functional alignment
Requirements
Prior experience within a Customer Service Leadership role in a corporate setting and fast-paced environment is essential
Experience in coaching and mentoring a high-performing team
Experience with delivering ongoing value-add for functional success
Proven experience driving and delivering customer centric process improvements and enhancements
Ability to develop,



coach and manage Customer Service Managers and Customer Quality Manager
Ability to establish clear role responsibilities, accountabilities and performance expectations
Knowledge of reporting, trends, risks and customer feedback analysis
Ability to drive CS NPS improvement through action plans and service recovery practices
Ability to manage escalations, incidents, customer risks and supplier issues
Knowledge of policies, procedures, QMS/ISO requirements and agreed ways of working
Core Competencies
Demonstrates strong leadership in managing customer service teams, driving process improvements, and ensuring compliance with QMS/ISO requirements. Capable of fostering a high-performing work workplace while effectively handling escalations and customer feedback analysis.
Highest-signal resume keywords
Customer Service Leadership
Coaching And Mentoring
Process Improvement
Customer Feedback Analysis
QMS/ISO Compliance
ATS Optimization Keywords
Hard Skills
Performance Management
Service Recovery Practices
Customer Centric Process Improvements
Incident Management
Risk Management
Soft Skills
Team Building
Effective Communication
Decision-Making
Cross-Functional Collaboration
Industry Keywords
Customer Service
NPS Improvement
Continuous Improvement
Corporate Setting
Fast-Paced Environment
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📌 Senior Manager – Customer Service (Hobart)
🏢 Jobtailor
📍 Hobart