Customer Service Call Centre Manager

MAYDAY Recruitment Group - Winner Outstanding Agency 2023; Sydney; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

On-call allowance for critical after-­

Job summary

MAYDAY Recruitment is partnering with Australia’s leading funeral service provider to recruit a Customer Care Manager in Sydney. This is a hands-on, autonomy-rich leadership role guiding a team of up to 15 to deliver compassionate, high-quality service during life’s difficult moments.

You will lead operations, coach staff, manage escalations and collaborate with internal teams to optimise customer outcomes, while driving continuous improvements and workforce planning.

Qualifications

• Experience leading a team or department.
• Strong customer service or sales background.
• Ability to manage people, performance and escalations.
• Proactive, solutions-focused mindset.
• Excellent communication and stakeholder relationship skills.

Responsibilities

• Lead, coach and support a Customer Care team of up to 15 people.
• Take ownership of day-to-day operation of the Customer Care function.
• Build genuine relationships with your team and understand what motivates and supports them.
• Set clear expectations and create a positive, accountable and high-performing team culture.
• Be hands-on with escalations, complex customer matters and sensitive situations.
• Monitor performance, identify opportunities and take action to improve results.
• Work closely with Operations, Accounts and other internal teams to resolve issues and improve customer outcomes.
• Proactively build relationships across the wider business and work collaboratively to find solutions.
• Identify process gaps and take the initiative to implement practical improvements.
• Support workforce planning, scheduling, KPIs, SLAs and quality standards.
• Coach team members through regular one-on-ones, call reviews and development conversations.
• Support change and improvement initiatives across the Customer Care function.
• Be available for critical after-hours matters when required.

Skills

People leadership

Customer service background

Stakeholder management

Problem solving

Tools

CRM systems

Job description

MAYDAY Recruitment is proud to be partnering with one of Australia’s largest and most respected funeral service providers to recruit a Customer Care Manager.

This is an opportunity for a hands-on people leader who enjoys having autonomy, building strong relationships and getting things done. You’ll be leading a close-knit Customer Care team of up to 15 people, supporting families during some of life’s most difficult moments while helping shape and improve the way the team operates.

We’re looking for someone who thrives in an environment where they have autonomy, ownership and the opportunity to make things happen. Someone who is proactive, resourceful and confident finding solutions, building relationships across the business and taking the initiative to drive positive outcomes.

You’ll have the opportunity to build strong relationships across the business, influence how the team operates and make a tangible impact on both your people and the customer experience.

What you’ll be doing

• Lead, coach and support a Customer Care team of up to 15 people
• Take ownership of the day-to-day operation of the Customer Care function
• Build genuine relationships with your team and understand what motivates and supports them
• Set clear expectations and create a positive, accountable and high-performing team culture
• Be hands-on with escalations, complex customer matters and sensitive situations
• Monitor performance, identify opportunities and take action to improve results
• Work closely with Operations, Accounts and other internal teams to resolve issues and improve customer outcomes
• Proactively build relationships across the wider business and work collaboratively to find solutions
• Identify process gaps and take the initiative to implement practical improvements
• Support workforce planning, scheduling, KPIs, SLAs and quality standards
• Coach team members through regular one-on-ones, call reviews and development conversations
• Support change and improvement initiatives across the Customer Care function
• Be available for critical after-hours matters when required

What we’re looking for

We’re looking for the person behind the title — someone who is confident, capable and comfortable operating with autonomy.

You may come from a contact centre, sales, customer service, hospitality, retail, healthcare or another people-focused environment. What matters most is your leadership capability, commercial thinking and approach to getting things done.

You’ll ideally bring:

• Previous experience managing or leading a team
• A strong customer service or sales background
• Confidence managing people, performance and escalations
• A proactive, solutions-focused mindset
• The ability to work things out, find answers and navigate different stakeholders
• Strong interpersonal skills and a genuine interest in your people
• Confidence building relationships across the business and holding your own with senior stakeholders
• Excellent communication skills and the maturity to manage sensitive or emotional situations
• Strong organisational skills and the ability to self-manage priorities
• A willingness to be hands-on and involved in the detail when required
• Resilience, empathy and the ability to remain calm under pressure
• Experience working with CRM/contact centre systems and KPIs will be highly regarded

Most importantly, you’ll be someone who takes ownership. You’ll be comfortable working autonomously, building relationships, asking questions and taking the initiative to find solutions and make things happen.

What’s on offer

• Full-time permanent opportunity
• Tuesday – Saturday, with standard hours of either 8am–4pm or 9am–5pm
• On-call allowance for critical after-hours matters
• Supportive leadership team with genuine autonomy in the role
• The opportunity to make a real impact within a growing Customer Care function
• A close-knit team where your leadership will be visible and valued
• Ongoing development and opportunities to influence how the function evolves
• Meaningful work supporting families when they need it most
• Join an established organisation while working within a smaller, more agile part of the business

Why this role?

If you’re someone who enjoys being trusted to get on with the job, building relationships, solving problems and making improvements, this is an opportunity to make your mark.

You’ll have the opportunity to genuinely put your stamp on the Customer Care function, develop your team and influence the customer experience across the business.

If you’re a confident people leader who likes to roll up your sleeves, find solutions and make things happen, we’d love to hear from you.