AI Job Summary

- Previous experience leading or supervising a customer service or administration team.
- Manage customer escalations and collaborate with internal departments for timely resolutions.
- Drive process improvements and workflow efficiencies to improve customer outcomes and business performance.

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Role Type : On-site - Permanent - Full-time - Mid-level Senior

Description : About Our Organisation

We are a leader within the kitchen industry, with well-known, high-quality brands such as Kinsman and Freedom kitchens and wardrobes, both heavily associated with the popular show, “The Block”. Proudly, we are Australian owned and manufactured, with a reputation for delivering to Australian standards and excellence, driven by a superior quality of products, exceptional service and flexible on-trend design solutions for today’s lifestyle needs.

About The Opportunity

We are seeking an experienced and motivated Customer Service Team Leader to lead our Customer Liaison officers and Receptionist. This role is pivotal in ensuring exceptional customer service, efficient workflows, and seamless communication across the business.

You will be responsible for leading and supporting a customer focused team, driving process improvements, resolving customer concerns, and ensuring customer projects progress smoothly through the production and delivery journey.

Key Responsibilities

- Lead and manage the Customer Liaison team to achieve departmental KPIs and service standards
- Monitor workflow performance and ensure customer kitchens / wardrobes are progress within expected timeframes
- Manage customer escalations and work collaboratively with internal departments to deliver timely resolutions
- Drive process improvements and workflow efficiencies to enhance customer outcomes and business performance
- Provide regular feedback and recommendations to leadership on operational improvements
- Support team members with workload management and complex customer matters




- Coach, mentor, and develop Customer Liaison Officers to maximise performance, engagement, and career growth
- Oversee Reception operations to ensure a professional and welcoming customer experience

About You

To be successful in this role, you will bring:

- Previous experience leading or supervising a customer service or administration team
- Strong people leadership skills with the ability to motivate, coach, and develop others
- A passion for delivering exceptional customer experiences
- Excellent verbal and written communication skills
- Strong organisational and problem-solving abilities
- Experience identifying and implementing process improvements
- Intermediate Microsoft Office skills
- Experience within the kitchen, cabinetry, building, manufacturing, or home improvement industry will be highly regarded

In Return We Offer

- Join a well-established and respected Australian company
- Competitive salary
- Staff discounts
- Supportive team culture and collaborative work environment
- Regular staff social events and celebrations
- Career development opportunities within a growing organisation

If you’re a passionate leader who enjoys building high performing teams and delivering outstanding customer experiences, we’d love to hear from you.

We foster a work environment where everyone feels welcome and valued. As an Equal Employment Prospect employer, we welcome applicants from all backgrounds and embrace diversity in race, gender, age, religion, culture and ability.

Please note that only shortlisted applicants will be contacted.

Company Overview : We are a leader within the kitchen industry, with well-known, high-quality brands such as Kinsman and Freedom kitchens and wardrobes, both heavily associated with the popular show, “The Block”. Proudly, we are Australian owned and manufactured, with a reputation for delivering to Australian standards and excellence, driven by a superior quality of products, exceptional service and flexible on-trend design solutions for today’s lifestyle needs.

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