Adelaide Customer Solutions Manager: Lead a Brand-New Team

Alt; Adelaide; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Family-friendly support

Wellness perks

A vibrant culture

Employee Resource Groups

Community Impact

Job summary

Netwealth in Adelaide is building a brand-new Customer Solutions pod and seeks an experienced leader to shape its future. You will lead multiple teams through Team Leaders and Customer Solutions Specialists, delivering exceptional client experiences and guiding a growing function through change.

Join a business expanding its use of automation and AI-enabled support, with a hybrid work model that includes four days in the office per fortnight and strong career development opportunities.

Qualifications

• 5+ years' leadership experience within customer service, operations, contact centre or service environments.
• Experience leading leaders, supervisors or team managers.
• Strong coaching, mentoring and people development capability.
• A track record of improving customer, quality and operational outcomes.
• Experience managing large teams through periods of growth or change.
• Excellent stakeholder management and communication skills.
• Strong analytical and data-driven decision-making capability.
• Experience with workforce management, forecasting or operational planning.

Responsibilities

• Lead a high-performing, customer-focused team.
• Coach, mentor and develop Team Leaders to reach their full potential.
• Drive service levels, customer satisfaction, quality and productivity.
• Use workforce planning and operational data to optimise team performance.
• Champion a culture of accountability, engagement and continuous improvement.
• Partner with quality, training, risk and compliance teams to improve outcomes.
• Lead through change and embed new technology and AI solutions.
• Oversee escalations and complex customer issues.
• Identify opportunities to streamline processes and reduce customer effort.
• Contribute to broader service transformation and strategic initiatives.

Skills

Leadership experience

People development

Stakeholder management

Data-driven decisions

Workforce management

Communication skills

Change management

Coaching

Job description

Netwealth in Adelaide is building a brand-new Customer Solutions pod and seeks an experienced leader to shape its future. You will lead multiple teams through Team Leaders and Customer Solutions Specialists, delivering exceptional client experiences and guiding a growing function through change.

Join a business expanding its use of automation and AI-enabled support, with a hybrid work model that includes four days in the office per fortnight and strong career development opportunities.