About the role

We are seeking an experienced, high-performing Customer Service Manager to oversee, streamline, and lead the overall customer service operations across our two premier TAB wagering and agency venues located in Mindarie and Armadale. Reporting directly to the Managing Director, you will take ownership of customer satisfaction standards, operational compliance, customer dispute resolutions, and team leadership across both venues. This role requires flexible presence across both stores to maintain high service levels.

Key responsibilities

- Develop, implement, and review customer service policies and operational procedures across both Mindarie and Armadale venues to ensure optimal customer experience

- Handle and resolve elevated customer disputes, and maintain high standards of customer support

- Lead, train, and mentor customer-facing staff, conduct performance reviews, and ensure a consistent standard of customer service in both stores

- Ensure strict compliance with TAB operational policies, responsible gambling codes of practice, and local WA gaming regulations across both agency locations





- Liaise between store teams, agency leadership, and external service providers to identify gaps to continuously improve service delivery

- Travel routinely between Mindarie and Armadale to conduct service audits, lead peak trading operations, and maintain active management visibility and reporting

About you

- Diploma or Bachelor's degree in Business, Management, or a related field (or equivalent relevant professional experience)

- Minimum of 3-4 years of proven full-time experience in customer service management, retail management, hospitality management, or wagering agency operations

- 2 years experience as a supervisor/manager

- Strong conflict resolution, de-escalation strategies, leadership, and communication abilities

- Quick paced and multi-site organisational abilities

- Valid Australian Driver's Licence and willingness to travel regularly between Mindarie and Armadale

- Full working rights in Australia preferred

📌 Customer Service Manager (Armadale)
🏢 Vrusha Investment PTY
📍 Armadale