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




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Ability to establish clear role responsibilities, accountabilities and performance expectations
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Knowledge of reporting, trends, risks and customer feedback analysis
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Ability to drive CS NPS improvement through action plans and service recovery practices
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Ability to manage escalations, incidents, customer risks and supplier issues
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Knowledge of policies, procedures, QMS/ISO requirements and agreed ways of working
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Core Competencies
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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 environment while effectively handling escalations and customer feedback analysis.
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Highest-signal resume keywords
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Customer Service Leadership
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Coaching And Mentoring
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Process Improvement
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Customer Feedback Analysis
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QMS/ISO Compliance
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ATS Optimization Keywords
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Hard Skills
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Performance Management
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Service Recovery Practices
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Customer Centric Process Improvements
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Incident Management
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Risk Management
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Soft Skills
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Team Building
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Effective Communication
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Decision-Making
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Cross-Functional Collaboration
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Industry Keywords
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Customer Service
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NPS Improvement
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Continuous Improvement
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Corporate Setting
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Rapid-Paced Setting
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📌 Senior Manager - Customer Service (Victoria)
🏢 Jobtailor
📍 Victoria