Customer Experience Leader – Escalations & Service

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

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