Customer Service Manager

Elmo; Australia; Remote; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Profit sharing (GBS)

Bonusly rewards

Employee Assistance Program

RDO option

Full-time role

Job summary

Protecta is seeking an experienced National Customer Service Manager to lead our national team across Australia. You will drive customer service standards, coaching, training and capability development through Supervisors and Team Leaders, reporting to the Head of Operations.

You will own performance, development and continuous improvement of the national Customer Service function, partnering with Sales, Operations, Procurement, Marketing, Product and Finance to improve outcomes.

Qualifications

• Experience managing a customer service function across multiple teams or locations.
• Strong people leadership experience including managing supervisors or Team Leaders.
• Ability to coach, train and develop employees at different levels.
• Experience creating or delivering customer service, product or systems training.
• Strong performance management and workforce planning capability.
• Customer-focused with sound commercial and operational judgement.
• Confidence using service data and KPIs to identify issues and drive improvement.
• Strong communication, stakeholder management and problem-solving skills.

Responsibilities

• Leading Customer Service operations nationally through supervisors and Team Leaders.
• Setting clear service standards, priorities, KPIs and expectations across locations.
• Developing and delivering a national training and capability plan.
• Coaching supervisors and Team Leaders in leadership and performance management.
• Coordinating training across customer service skills, Protecta products, systems and processes.
• Developing structured induction and onboarding programs for new team members.
• Monitoring training effectiveness and addressing capability gaps.
• Reviewing team performance, customer feedback, service levels and productivity.
• Supporting workforce planning, recruitment, succession planning and retention.
• Managing complex customer complaints and escalated issues.
• Ensuring use of NetSuite, CRM and service processes.
• Identifying opportunities to simplify processes and improve customer outcomes.
• Partnering with Sales, Operations, Procurement, Marketing, Product and Finance.

Skills

People leadership

Customer service leadership

Coaching

Training delivery

CRM systems

KPIs & performance management

Stakeholder management

Order management systems

Tools

NetSuite

CRM systems

ERP / order management

Job description

Protecta Group is a proudly family owned, Australian business specialising in a niche range of temporary protection products and solutions. Since our establishment 20 years ago, we’ve experienced exceptional growth, particularly over the past decade and we have strong plans in place to ensure this momentum continues well into the future.

At Protecta, we know that our people are our greatest asset and our most valuable competitive advantage. Our values are more than just words. They define who we are and how we work every day. We’re making it easy for our customers, maximising every opportunity, helping people thrive, and consistently delivering beyond expectations. This mindset shapes our collaborative, supportive, culture and drives the exceptional experiences we create for both our customers and our team. Joining Protecta means being part of a company where your contributions are truly valued and your growth is supported.

Job Description

About the role

Protecta is looking for an experienced National Customer Service Manager to lead our Customer Service team across Australia. This role will manage the function through our supervisors and Team Leaders, ensuring customers receive consistent, responsive and knowledgeable support across every location.

A major focus of this role will be developing our people. You will take ownership of customer service training, product knowledge, coaching and capability development, helping employees and frontline leaders build the confidence and skills required to deliver an outstanding customer experience.

Reporting to the Head of Operations, you will be responsible for the performance, development and continuous improvement of the national Customer Service function.

Your key responsibilities will include:

• Leading Customer Service operations nationally through supervisors and Team Leaders
• Setting clear service standards, priorities, KPIs and expectations across all locations
• Developing and delivering a national training and capability plan
• Coaching supervisors and Team Leaders in leadership, feedback, performance management and team development
• Coordinating training across customer service skills, Protecta products, systems and internal processes
• Developing structured induction and onboarding programs for new team members
• Monitoring training effectiveness and addressing capability or knowledge gaps
• Reviewing team performance, customer feedback, service levels, quality and productivity
• Supporting workforce planning, recruitment, succession planning and employee retention
• Managing complex customer complaints and escalated operational issues
• Ensuring consistent use of NetSuite, CRM systems and Customer Service processes
• Identifying opportunities to simplify processes and improve the customer experience
• Partnering with Sales, Operations, Procurement, Marketing, Product and Finance to improve customer outcomes

Desired Skills and Experience

About you

You will be an experienced customer service leader who enjoys developing people and building strong, consistent teams.

To succeed in this role, you will ideally bring:

• Experience managing a customer service function across multiple teams or locations
• Strong people leadership experience, including managing supervisors or Team Leaders
• A demonstrated ability to coach, train and develop employees at different levels
• Experience creating or delivering customer service, product or systems training
• Strong performance management and workforce planning capability
• A customer-focused approach with sound commercial and operational judgement
• Confidence using service data and KPIs to identify issues and drive improvement
• Strong communication, stakeholder management and problem-solving skills
• Experience working with CRM, ERP or order management systems
• The ability to balance strategic leadership with practical, hands-on support when required

Why Join Protecta?

• Opportunity to play a key leadership role in a growing Australian business.
• Competitive remuneration package + super.
• Participation in our uncapped Profit Share (GBS) program following probation.
• Recognition through our Bonusly program.
• Full-time, Monday to Friday role.
• Optional RDO program with the ability to accrue a paid day off each month.
• Access to Employee Assistance Program (EAP).
• A supportive team environment with strong culture and engagement initiatives.