Customer Service & Experience Manager

An established national organisation is seeking an experienced Customer Service & Experience Manager to lead a large, multi-functional customer-facing team supporting both B2B and B2C customers. This is a hands-on leadership role within a complex, fast-moving environment. You’ll be responsible for bringing together people, customer experience and data to drive strong service outcomes across a diverse customer base.

Leading a large team through multiple layers of responsibility, you’ll need to be comfortable managing competing priorities, developing leaders, working across departments and getting into the detail when required. Strong analytical capability will also be significant, with data and reporting playing a key role in understanding performance and identifying opportunities for improvement.

The Role

You’ll take ownership of the day-to-day performance and ongoing development of a broad customer service function, with responsibilities including:

- Lead, coach and develop a large, multi-functional customer service team
- Develop team leaders and build capability and accountability across the wider function
- Drive a consistently high standard of service across both B2B and B2C customers
- Support the effective servicing of key commercial and major customer accounts
- Manage competing priorities across a complex, high-volume customer environment
- Monitor customer service levels, workload, productivity and performance
- Analyse customer and performance data to identify trends, issues and opportunities
- Develop and maintain meaningful reporting to support decision-making
- Use customer insights and data to drive practical improvements
- Identify opportunities to improve processes, workflows and efficiency
- Manage complex or escalated customer matters when required
- Partner closely with Sales and other areas of the business to improve the end-to-end customer experience




- Support systems, process and continuous improvement initiatives
- Build an engaged, accountable and customer-focused team culture

About You

You’ll be an experienced customer service leader with a track record of managing large teams within complex working environments. To be successful, you’ll ideally bring:
- Demonstrated experience leading a sizeable customer service or customer-facing team
- Experience managing through team leaders or other senior team members
- Strong people leadership, coaching and performance management skills
- Experience working across B2B and B2C customer environments
- Strong Microsoft Excel skills and confidence working with large or complex data sets
- Well-developed analytical skills with the ability to interpret data, identify trends and turn findings into action
- Experience working with KPIs, service metrics and performance reporting
- The ability to manage multiple priorities within a complex, high-volume environment
- Strong commercial awareness and stakeholder management skills
- A practical, solutions-focused approach to process improvement
- The ability to move comfortably between hands-on day-to-day leadership and broader improvement initiatives

Experience within retail, wholesale, distribution, industrial or another multi-channel environment would be advantageous.

The Opportunity

This is an opportunity to take ownership of a large and established customer service function within a national organisation, with genuine scope to influence how the team and customer experience continue to evolve. You’ll have the opportunity to develop your people, strengthen leadership capability, improve performance and processes, and use data to drive better outcomes across a diverse B2B and B2C customer base.

If you’re an experienced customer service leader who enjoys leading at scale, navigating complexity and using data to make better decisions, we’d like to hear from you.

📌 Customer Service & Experience Manager (Kogarah)
🏢 Leading
📍 Kogarah