Lead, manage and support the National Customer Service teamDevelop, coach and manage Customer Service Managers and Customer Quality ManagerEnsure clear role responsibilities, accountabilities and performance expectations through regular performance reviewsLead consistent service outcomes through effective resourcing, workload allocation, team coverage and peak-period readinessMonitor reporting, trends, risks and customer feedback to support informed decision-makingDrive CS NPS improvement through action plans, service recovery practices and customer-experience initiativesManage escalations, incidents, customer risks and supplier issues through timely resolutionIdentify and deliver continuous improvement initiatives that reduce rework and strengthen qualityEnsure compliance with policies, procedures, QMS/ISO requirements and agreed ways of workingBuild a high-performing, productive and engaging work environment and support cross-functional alignmentRequirementsPrior experience within a Customer Service Leadership role in a corporate setting and fast-paced environment is essentialExperience in coaching and mentoring a high-performing teamExperience with delivering ongoing value-add for functional successProven experience driving and delivering customer centric process improvements and enhancementsAbility to develop,



coach and manage Customer Service Managers and Customer Quality ManagerAbility to establish clear role responsibilities, accountabilities and performance expectationsKnowledge of reporting, trends, risks and customer feedback analysisAbility to drive CS NPS improvement through action plans and service recovery practicesAbility to manage escalations, incidents, customer risks and supplier issuesKnowledge of policies, procedures, QMS/ISO requirements and agreed ways of workingCore CompetenciesDemonstrates 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.Highest-signal resume keywordsCustomer Service LeadershipCoaching And MentoringProcess ImprovementCustomer Feedback AnalysisQMS/ISO ComplianceATS Optimization KeywordsHard SkillsPerformance ManagementService Recovery PracticesCustomer Centric Process ImprovementsIncident ManagementRisk ManagementSoft SkillsTeam BuildingEffective CommunicationDecision-MakingCross-Functional CollaborationIndustry KeywordsCustomer ServiceNPS ImprovementContinuous ImprovementCorporate SettingFast-Paced Setting
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📌 Senior Manager – Customer Service (Victoria)
🏢 Jobtailor
📍 Victoria