Placed.au is looking for a full-time Customer Service Manager for our client in Camellia, Current South Wales. The role is responsible for leading the customer service team, ensuring high levels of customer satisfaction, coordinating removal services, resolving customer concerns, and improving service processes to enhance efficiency and service quality.

Job Description

Customer Service and Communication

- Act as the primary point of contact for customers, addressing inquiries, concerns, and complaints.
- Maintain clear and effective communication with customers throughout the moving process.
- Build and maintain strong customer relationships to foster loyalty and repeat business.
- Conduct follow-up calls and surveys to gather customer feedback and improve services.

Service Coordination and Quality Control

- Coordinate moving schedules and ensure timely execution of removal services.
- Liaise with the operations team to align customer requirements with available resources.
- Monitor and evaluate removal team performance to maintain high standards of service delivery.
- Implement and maintain quality control measures to ensure customer satisfaction.
- Address and resolve customer complaints and issues promptly and effectively.
- Implement solutions and service improvements based on customer feedback.
- Work closely with sales, operations, and logistics teams to ensure seamless service delivery.

Team Leadership and Development

- Supervise and support the customer service team, providing training and development as needed.
- Conduct regular team meetings to discuss performance, updates, and customer feedback.
- Develop and implement customer service policies and procedures to enhance the customer experience.

Records, Reporting and Compliance

- Maintain accurate records of customer interactions, transactions, and services provided.
- Ensure all documentation is complete,



up to date, and compliant with company policies.
- Ensure compliance with company policies and industry regulations.
- Track and analyse key performance indicators (KPIs) related to customer service.
- Prepare and present customer service performance reports to senior management.

Business Improvement and Budget Management

- Stay informed about industry trends and competitor activities.
- Use market insights to identify opportunities for service improvement and innovation.
- Collaborate on initiatives to enhance overall customer satisfaction and service efficiency.
- Manage the customer service budget, ensuring efficient use of resources.
- Monitor expenses and implement cost-saving measures without compromising service quality.

Qualifications/Attributes

- Must hold a relevant Diploma or higher qualification, or at least three (3) years of relevant work experience may substitute for the formal qualification.
- Must have at least three (3) years of relevant work experience.
- Strong communication and customer service skills.
- Demonstrated ability to handle customer inquiries, concerns, and complaints professionally.
- Strong problem-solving and conflict-resolution skills.
- Ability to coordinate schedules and liaise effectively with operations, sales, and logistics teams.
- Experience supervising, supporting, and developing a customer service team.
- Ability to monitor service quality, analyse performance indicators, and implement process improvements.
- Strong organisational skills and attention to detail in maintaining records and documentation.
- Understanding of customer service policies, procedures, and compliance requirements.
- Ability to analyse customer feedback and identify opportunities to improve service delivery.
- Budget management skills, including expense monitoring and cost control.

Salary Range

$75,000 – $95,000 p.a. excluding superannuation.

📌 Customer Service Manager (Camellia)
🏢 Placed Australia
📍 Camellia