Customer Experience Leader | Coach & Ops Excellence

Brickworks Building Products; Sydney; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Charitable partnership with CCI

Inclusive workplace

Parental leave scheme

Employee recognition programs

Career progression opportunities

Employee support programs (EAP)

Staff discounts

Job summary

Brickworks Building Products is seeking a Customer Service Manager in Horsley Park, NSW. You will lead a team to deliver outstanding customer experiences while driving operational efficiency and continuous improvement.

Reporting to the General Manager, you will coach staff, manage daily operations, and partner with Sales, Operations and Supply Chain to optimise service delivery. A hands‑on leader with strong stakeholder skills is required.

Qualifications

• Demonstrated experience leading, coaching and developing a high‑performing customer service team.

Responsibilities

• Lead, coach and develop the Customer Service team to deliver exceptional service and achieve business objectives.
• Oversee the day‑to‑day customer service function, ensuring enquiries, orders and issues are managed efficiently and accurately.
• Monitor and report on customer service KPIs, identifying trends and implementing continuous improvement initiatives.
• Manage customer complaints and escalations, ensuring timely and effective resolution.
• Collaborate with Sales, Operations, Manufacturing and Supply Chain teams to improve customer outcomes and service delivery.
• Conduct performance reviews, support team development and contribute to recruitment and onboarding activities.
• Prepare reports and provide insights and recommendations to support operational performance and decision‑making.
• Foster a positive, customer‑focused culture that promotes teamwork, accountability and service excellence.

Job description

Brickworks Building Products is seeking a Customer Service Manager in Horsley Park, NSW. You will lead a team to deliver outstanding customer experiences while driving operational efficiency and continuous improvement.

Reporting to the General Manager, you will coach staff, manage daily operations, and partner with Sales, Operations and Supply Chain to optimise service delivery. A hands‑on leader with strong stakeholder skills is required.