About the Role

Allied Express is seeking an experienced QLD State Customer Service Manager to lead our Customer Service Team in Archerfield, Brisbane. In this role, you will provide both operational and strategic leadership, driving exceptional customer service, team performance, and continuous improvement initiatives. You will mentor and coach the Customer Service Representatives, act as the key escalation point for complex enquiries, and work closely with senior management to implement initiatives that enhance service quality and achieve performance targets.

This role is ideal for a motivated, commercially aware leader who thrives in a fast-paced environment and is passionate about developing high-performing teams and delivering outstanding customer experiences. You will bring strong experience in the freight/transport industry.

Key responsibilities include:

- Provide leadership, coaching & mentoring to the Customer Service Team

- Set clear objectives and performance standards. Monitor and manage progress accordingly

- Support National Manager – Customer Care and other stakeholders to develop and implement initiatives to improve customer experience / satisfaction and service quality (including training, process improvement and staff development)

- Oversee day to day customer service operations to ensure exceptional customer service delivery

- Collaborate with senior management, prepare and present regular reporting on performance, trends and improvement initiatives

- Follow and comply to all company policies, procedures and requirements

- Be the escalation point for complex cases and further escalate via the right channels where required

- Foster a positive culture and team environment

- Back up for inbound calls and tickets when required

- All staff are onboarded and fully trained in all required processes, systems and policies

- Accurately identify any performance / training gaps and implement development plans where necessary





- Achievement of Key Performance Indicators and service level agreements

About You

We are looking for a strategic, proactive, and customer-focused leader who can combine operational expertise with solid people management skills.

- You have proven leadership experience in freight / transport contact centre or customer service environments.

- You have strong experience managing people and developing high performers

- You have excellent verbal and written communication skills.

- You have strong problem-solving, conflict resolution, and de-escalation skills.

- You have experience in performance management, workforce planning, and staff development.

- You are highly organised with the ability to multitask, make effective decisions, and interpret data.

- You have a collaborative and motivating leadership style, able to drive engagement, results, and continuous improvement.

- Must have at least 3 years of leadership experience in the domestic transport industry and management in a call centre.

Why Allied Express?

- Be a part of the Freightways Group – a Trans-Tasman, NZX/ASX-listed organization with over 60 years of success in express freight and logistics

- Make a real impact in a fast-paced and growing organisation where your leadership and ideas contribute to improving customer experience and operational performance

- Supportive leadership team and inclusive workplace culture that values collaboration, accountability and continuous improvement

- Competitive salary package aligned with experience and responsibilities

- Career development and advancement opportunities within Allied Express and the broader Freightways Group

If you are a motivated leader who enjoys developing people, driving performance, and delivering exceptional customer service, we would love to hear from you.

Apply now with your resume and a cover letter outlining your leadership experience, achievements in customer service, and team development to: ••••@alliedexpress.com.au

📌 QLD State Customer Service Manager (Archerfield)
🏢 Allied Express
📍 Archerfield