Assistant Customer Service Manager

Rgit Australia; Central Coast Council; On-site; AUD 90,000 - 115,000; Full time

Benefits offered by this job

Staff discounts across brands

Staff social events and recognition

Competitive remuneration package

Job summary

Rgit Australia in Somersby, NSW, is seeking an experienced Assistant Customer Service Manager to lead the resolution of complex customer matters and support end-to-end service delivery. This hands-on leadership role focuses on escalation management, team development and stakeholder engagement to uphold service standards.

You will act as a key escalation point, balancing customer satisfaction with commercial outcomes while ensuring compliance with ACL and company policies, reporting on

Qualifications

• Experience leading customer service teams and resolving complex complaints.
• Knowledge of ACL, warranty obligations and complaint escalation pathways.
• Strong communication, negotiation and stakeholder management skills.

Responsibilities

• Lead coaching and development of the Customer Service team.
• Drive a consistent, professional customer experience across touchpoints.
• Manage complex complaints and escalations to timely resolutions.
• Coordinate resolutions across Sales, Operations, Installation, Supply Chain, QA and Support.
• Monitor and report customer satisfaction trends and service performance.
• Prepare reports on escalations, resolutions and customer feedback.
• Identify recurring issues and drive continuous improvement initiatives.
• Build partnerships across departments to improve customer outcomes.
• Support training initiatives to strengthen team capability.
• Promote a customer-first culture across the business.

Skills

Customer service leadership

Escalation management

Communication skills

Cross-department collaboration

Mentoring/mentorship

ACL knowledge

CRM & reporting

MS Office proficiency

Tools

CRM software

MS Office

Reporting tools

Job description

Job Description

Full-time Permanent Mid-level Senior

Posted 25 Aug 2026

About Us

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 Role

We are seeking an experienced and customer-focused Assistant Customer Service Manager to lead the resolution of complex customer matters and support the delivery of an exceptional end-to-end customer experience. This is a hands-on leadership role requiring strong expertise in customer complaint resolution, escalation management, team development, stakeholder engagement and reporting. Based in Somersby and reporting to the Customer Service Manager, you will help lead a high-performing team while ensuring consistent service standards, efficient resolution processes and a customer-first culture are embedded throughout the organisation. You will act as a key escalation point for complex customer matters, balancing customer satisfaction with commercial outcomes while ensuring compliance with Australian Consumer Law and company policies.

Key Responsibilities

• Support the leadership, coaching and performance development of the Customer Service team
• Drive a consistent and professional customer experience across all customer touchpoints
• Manage complex customer complaints and escalations through to timely and satisfactory resolution
• Coordinate customer resolutions across Sales, Operations, Installation, Supply Chain, Quality Assurance and Support teams
• Monitor and report on customer satisfaction trends and service performance
• Prepare and manage reports on escalations, resolutions and customer feedback
• Identify recurring issues and implement continuous improvement initiatives
• Build strong relationships across all departments to drive customer-focused outcomes
• Support training and development initiatives that strengthen team capability
• Promote a positive, collaborative and customer-first culture throughout the business

What You'll Bring

• Experience in customer service leadership, customer experience and escalation management
• Strong proven record of resolving complex customer complaints and disputes
• Excellent communication, negotiation and conflict resolution skills
• A collaborative, team-first approach with the ability to work effectively across all departments and levels of the business, including senior leaders
• Ability to build partnerships across Sales, Operations, Installation, Supply Chain, Finance and Support teams
• Experience coaching and mentoring customer service teams
• Working knowledge of Australian Consumer Law (ACL), warranty obligations and customer dispute resolution processes
• Understanding of Fair Trading requirements and complaint escalation pathways
• Strong commercial acumen, organisational skills and attention to detail
• Highly developed Microsoft Office skills including reporting, analysis and maintaining accurate CRM and operational records
• High emotional intelligence and a genuine customer-first mindset

What We Offer

• Supportive and collaborative team environment
• Competitive remuneration package
• Staff discounts across our brands
• Staff social events and recognition programs
• The opportunity to make a genuine impact on customer satisfaction, team performance and business success

We are committed to fostering an inclusive and diverse workplace where everyone feels respected, valued, and supported. We welcome applications from people of all backgrounds, experiences, and abilities.

By applying for roles with us, you are consenting to complete relevant background checks and that you have the appropriate working rights to be employed in Australia.

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.