About the role

Scene to Believe is looking for an experienced Senior Customer Care Manager to lead the Customer Care function through the busiest and most important time of year. This is a hands-on senior role for someone who can lead a high-volume customer service operation, build strong processes, manage complex situations and maintain exceptional standards under pressure. You'll lead the local Customer Care team and oversee the overseas customer support team, ensuring customers receive professional, timely and consistent support across phone, email, social media and online channels. This is both a build and delivery role. During October, you'll prepare the operation for peak. From November, you'll lead it through the Christmas season.

Key responsibilities
Review and strengthen Customer Care processes, workflows and escalation pathways
Establish service standards, quality assurance, reporting, response guidelines and team resources
Prepare and align local and overseas teams through transparent processes, expectations and training
Lead the Customer Care operation across Australia and New Zealand
Maintain high service and communication standards across phone, email, social media, online reviews and other channels
Take ownership of complex, sensitive and escalated customer situations




Monitor team performance, service levels, response quality and customer sentiment
Identify recurring issues and work with Operations, IT and Marketing to address their root causes
Provide senior management with transparent reporting on performance, trends and emerging issues

About you
3+ years' experience in customer service, customer experience or contact centre leadership
Experience leading a high-volume customer service operation
Experience managing an offshore, overseas or outsourced support team
Strong people leadership, coaching and performance management skills
Confidence managing complex complaints and sensitive customer situations
Experience developing processes and maintaining quality standards
The ability to remain calm, make good decisions and take ownership in a fast-moving setting
Sound judgement and exceptional written and oral communication skills

About us

Scene to Believe delivers Santa photography experiences across shopping centres throughout Australia and New Zealand. A significant proportion of annual customer activity happens within a matter of weeks, making Customer Care critical to the Christmas operation.

📌 Senior Customer Care Manager Christmas Operations Chatswood (Australia)
🏢 Scene to Believe
📍 Australia