Customer Service Manager

Capital Transport SA; Adelaide; On-site; AUD 80,000 - 100,000; Full time

Benefits offered by this job

High earnings potential

Vibrant culture

Career development opportunities

Office-based role in Adelaide

Job summary

Capital Transport SA in Adelaide, Australia, is seeking an experienced Customer Service Manager to lead our Customer Service Department and drive service excellence in a fast-paced, KPI-driven environment.

This fully office-based role manages a busy call-centre style team, focusing on staff development, escalations, and ensuring bookings and client needs are handled professionally. The company offers strong earning potential and vibrant culture.

Qualifications

• Proven experience leading customer service teams.
• Experience in KPI-driven environments.
• Strong leadership and stakeholder management.
• Full working rights in Australia.
• Experience in transport, logistics or regulated services (preferred).

Responsibilities

• Lead and coach the Customer Experience team to deliver high quality service.
• Act as escalation point for complex client issues and complaints.
• Ensure staff training and development; manage performance reviews.
• Oversee bookings and calls to meet SOPs and timeframes.
• Monitor KPIs like call wait times and booking accuracy; implement improvements.

Job description

Capital Transport is Australia’s largest and fastest-growing Courier and Taxi Truck business, delivering tailored B2B transport and logistics solutions nationwide.

We are seeking an experienced and customer-focused Customer Service Manager to lead our Customer Service Department and drive service excellence across the business. This is a fully office-based role, leading a busy call centre-style team in a fast-paced, customer-focused environment. Reporting directly to the State Manager, this role is ideal for a strong people leader who thrives in a KPI-driven environment and is passionate about delivering superior service outcomes.

Why Join Us?

High Earning Potential: $80,000 - $100,000 + Super + Incentives

Vibrant culture: Birthday celebrations, monthly catered lunches, Friday afternoon drinks and more!

Progression: Career development opportunities including local and national exposure!

What You’ll Do

Leadership & Team Management

Lead, coach and support the Customer Experience team to deliver high quality service

Act as the escalation point for complex client issues and complaints

Ensure new and existing staff are properly trained and supported

Manage performance, development reviews and conduct matters in line with HR guidance

Customer Experience & Service Delivery

Ensure all customer calls and bookings are handled professionally and in line with SOPs

Maintain high service standards to minimise client decline

Ensure bookings are accurate, compliant and completed within required timeframes

Oversee the management of key clients and customised service agreements

Performance & KPI Management

Monitor team performance against key KPIs such as call answer times, call handling time and booking accuracy

Analyse trends, address performance gaps and implement improvement strategies

Ensure service levels are maintained during peak and seasonal periods

Skills and Experience

Proven experience leading customer service or call‑centre‑based teams

Strong understanding of KPI‑driven environments

Experience in transport, logistics or regulated service industries (highly regarded)

Excellent leadership, communication and stakeholder management skills

Strong analytical and reporting capability

Ability to manage performance, conduct and development conversations professionally

Full working rights in Australia

What can I earn as a Customer Service Manager

Capital Transport is a wholly owned Australian business, operating successfully across five states including: Victoria, New South Wales, Queensland, South Australia and Western Australia. We provide flexible, client-focused transport and 3PL services complemented by industry leading technology to various businesses across Australia.

Capital Transport is a wholly owned Australian business, operating successfully across five states including: Victoria, New South Wales, Queensland, South Australia and Western Australia. We provide flexible, client-focused transport and 3PL services complemented by industry leading technology to various businesses across Australia.

Capital Transport has enjoyed strong growth due to its commitment to exceptional service using a flexible, solutions-focused approach. We provide a range of transport services and delivery options. Nationally, our fleet incorporates over 2,500 vehicles. These vehicles range from cars for CBD courier services, to semi-trailers and other specialised vehicles.

Capital Transport has enjoyed strong growth due to its commitment to exceptional service using a flexible, solutions-focused approach. We provide a range of transport services and delivery options. Nationally, our fleet incorporates over 2,500 vehicles. These vehicles range from cars for CBD courier services, to semi-trailers and other specialised vehicles.