MAYDAY Recruitment is proud to be partnering with one of Australia's largest and most respected funeral service providers to recruit a Customer Care Manager.This is an opportunity for a hands-on people leader who enjoys having autonomy, building strong relationships and getting things done.
You'll be leading a close-knit Customer Care team of up to 15 people, supporting families during some of life's most difficult moments while helping shape and improve the way the team operates.We're looking for someone who thrives in an environment where they have autonomy, ownership and the opportunity to make things happen.
Someone who is proactive, resourceful and confident finding solutions, building relationships across the business and taking the initiative to drive positive outcomes.You'll have the opportunity to build solid relationships across the business, influence how the team operates and make a tangible impact on both your people and the customer experience.What you'll be doingLead, coach and support a Customer Care team of up to 15 peopleTake ownership of the day-to-day operation of the Customer Care functionBuild genuine relationships with your team and understand what motivates and supports themSet clear expectations and create a positive, accountable and high-performing team cultureBe hands-on with escalations, complex customer matters and sensitive situationsMonitor performance, identify opportunities and take action to improve resultsWork closely with Operations,



Accounts and other internal teams to resolve issues and improve customer outcomesProactively build relationships across the wider business and work collaboratively to find solutionsIdentify process gaps and take the initiative to implement practical improvementsSupport workforce planning, scheduling, KPIs, SLAs and quality standardsCoach team members through regular one-on-ones, call reviews and development conversationsSupport change and improvement initiatives across the Customer Care functionBe available for critical after-hours matters when requiredWhat we're looking forWe're looking for the person behind the title - someone who is confident, capable and comfortable operating with autonomy.You may come from a contact centre, sales, customer service, hospitality, retail, healthcare or another people-focused environment.
What matters most is your leadership capability, commercial thinking and approach to getting things done.You'll ideally bring:Previous experience managing or leading a teamA strong customer service or sales backgroundConfidence managing people, performance and escalationsA proactive, solutions-focused mindsetThe ability to work things out,



find answers and navigate different stakeholdersStrong interpersonal skills and a genuine interest in your peopleConfidence building relationships across the business and holding your own with senior stakeholdersExcellent communication skills and the maturity to manage sensitive or emotional situationsStrong organisational skills and the ability to self-manage prioritiesA willingness to be hands-on and involved in the detail when requiredResilience, empathy and the ability to remain calm under pressureExperience working with CRM/contact centre systems and KPIs will be highly regardedMost importantly, you'll be someone who takes ownership.
You'll be comfortable working autonomously, building relationships, asking questions and taking the initiative to find solutions and make things happen.What's on offerFull-time permanent opportunityTuesday - Saturday, with standard hours of either 8am-4pm or 9am-5pmOn-call allowance for critical after-hours mattersSupportive leadership team with genuine autonomy in the roleThe opportunity to make a real impact within a growing Customer Care functionA close-knit team where your leadership will be visible and valuedOngoing development and opportunities to influence how the function evolvesMeaningful work supporting families when they need it mostJoin an established organisation while working within a smaller, more agile part of the businessWhy this role?
If you're someone who enjoys being trusted to get on with the job, building relationships, solving problems and making improvements, this is an opportunity to make your mark.You'll have the opportunity to genuinely put your stamp on the Customer Care function, develop your team and influence the customer experience across the business.If you're a confident people leader who likes to roll up your sleeves, find solutions and make things happen, we'd love to hear from you.

📌 Customer Service Call Centre Manager (Sydney)
🏢 Mayday Recruitment
📍 Sydney