Customer Service Manager - telecommunications Mulgrave $*******k + Super Reporting directly to the CEO, this newly created leadership role offers the opportunity to lead a team of six customer service and service delivery professionals while driving systems optimisation, process improvement and business transformation within a growing telecommunications and technology provider supporting clients across healthcare, warehousing and engineering sectors.
About the Role You'll lead day-to-day customer service and service delivery operations while playing a key role in business improvement initiatives.
This is a hands-on position where you'll coach the team, manage escalations, improve processes and drive successful adoption of current systems and automation.
Key Focus Areas: Lead and develop a team of 6 customer service/service delivery staffOversee customer service operations, ticket management and service performanceFinalise the transition from NetSuite to AutotaskDrive systems optimisation, automation and AI initiativesImplement KPIs, reporting and accountability frameworksImprove workflows,



processes and team capabilitySupport operational projects and business growth initiatives About You: Experience leading customer service, service delivery or operations teamsStrong background in systems optimisation and process improvementExperience managing change and driving performance improvementsHands-on leadership style with a proactive approachTelecommunications experience highly regardedExposure to Autotask, NetSuite, MSP, telecommunications or ICT environments highly regarded What's on Offer?
$*******k + SuperDirect access to and mentorship from the CEOOpportunity to shape systems, processes and team performanceGrowing telecommunications and technology businessOnsite parking and some WFH flexibility This role is ideal for a hands-on leader who enjoys developing people, improving systems and delivering measurable business outcomes.At people2people, Edge Recruitment and Frog Recruitment, we welcome everyone and encourage people to be their authentic selves.
If you require reasonable adjustments during the recruitment process, please contact your recruitment consultant so we can support your needs.

📌 Customer Service Manager (Melbourne)
🏢 Frog Recruitment
📍 Melbourne