At InvoCare, every customer interaction matters. As Australia's leading provider of funeral, memorial and end-of-life services, we support families through some of life's most important moments.

We're seeking a Customer Care Hub Leader to lead and develop our Customer Care Specialists, driving service excellence, operational performance, and a culture of accountability and care. This is a leadership role for someone who thrives in a fast-paced contact centre environment and knows how to turn customer insights into business outcomes.

About the Opportunity:

Leading a team of 10+ customer care professionals, you'll be responsible for delivering outstanding service outcomes while ensuring operational efficiency across inbound and outbound customer channels. You'll create a high-performing culture through coaching, development, workforce planning, and continuous improvement initiatives.

This role is ideal for a leader who combines strong commercial and operational capability with genuine empathy and people leadership.

What You'll Be Doing:

- Leading, coaching and developing a high-performing Customer Care Hub team.
- Driving customer service excellence through effective KPI and SLA management.
- Managing workforce planning, rostering and resource optimisation.
- Acting as the escalation point for complex customer enquiries.
- Using performance data and customer insights to identify opportunities for improvement.
- Partnering with operational leaders, Funeral Directors, Regional Managers and key stakeholders across the business.
- Supporting change initiatives,



technology enhancements and process optimisation.
- Building a culture focused on accountability, collaboration and continuous improvement.

What Success Looks Like:

- You are a confident people leader who can:
- Inspire and develop teams to consistently exceed performance expectations.
- Balance customer experience outcomes with operational efficiency.
- Analyse performance metrics and make data-driven decisions.
- Navigate complex and emotionally sensitive customer interactions with professionalism and care.
- Influence stakeholders and build strong cross-functional relationships.

What You'll Bring:

- Proven experience leading teams within a contact centre, customer service or operations environment.
- Robust coaching and performance management capability.
- Experience managing KPIs, SLAs, workforce planning and service delivery outcomes.
- Knowledge of contact centre technologies, CRM systems and reporting tools.
- Exceptional communication, organisational and stakeholder management skills.
- A customer-first mindset and the ability to lead through change.

Why Join InvoCare?

At InvoCare, you'll lead a team that makes a meaningful difference every day. You'll be empowered to shape customer experiences, influence operational success, and contribute to a business built on care, compassion and excellence.

Ready to lead with purpose?

If you're an experienced customer service leader looking for a role where you can drive performance while making a genuine impact, we'd love to hear from you.

📌 Customer Care Centre Manager (Sydney)
🏢 InvoCare
📍 Sydney