The Role

As we continue to evolve our customer experience capability, we're looking for an experienced and strategic Group Customer Support Manager to lead our customer support function across all Austin Group brands.

You will lead the customer support function, elevating it from a traditional service team into a strategic customer experience capability. Reporting to the General Manager – Digital & Customer, this role is responsible for delivering exceptional customer experiences across every interaction while driving operational excellence, technology optimisation, automation and AI innovation. Other responsibilities will include, but are not limited to: Develop and execute Austin Group's customer support and customer experience strategy

Lead and inspire a high-performing Customer Support team

Drive service excellence across all customer touchpoints and brands

Identify customer pain points and partner with stakeholders to implement meaningful improvements

Own customer service KPIs including CSAT, SLA performance, response times, first contact resolution and productivity

Lead the optimisation of Zendesk and customer support technologies

Develop and implement automation, AI and self-service initiatives that enhance customer experience and efficiency

Deliver customer insights and recommendations to senior leadership teams





Drive process improvements that reduce customer enquiries and improve business performance About You

You are an experienced customer service or customer experience leader who thrives on improving processes, leading teams and creating exceptional customer outcomes.

You will bring: 5+ years' experience leading Customer Support, Customer Experience or Contact Centre teams

Strong experience managing omnichannel customer operations

Proven leadership, coaching and stakeholder management skills

Strong analytical and commercial acumen with the ability to use data to drive decisions

Experience driving change, continuous improvement and operational transformation

Exposure to Zendesk or similar customer support platforms.

Experience with Shopify, ERP systems and customer service technologies A passion for customer experience, innovation and delivering results A proactive, creative and collaborative approach to work We provide: Competitive salary package

Generous product allowance

50% discount across GAZMAN, Perri Cutten & Cable for yourself and immediate family

Free onsite parking at our Malvern Support Office The flexibility to work from home each Friday A commitment to invest in ongoing professional training and development The opportunity to work with a talented and passionate creative and marketing team A friendly, motivating and rewarding team workplace where achievements are recognised

📌 Group Customer Support Manager (Malvern)
🏢 Austin Group
📍 Malvern