Customer Service Manager

Linfox Armaguard Group Pty Ltd,; Canberra; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Paid parental leave

Career development opportunities

Mentoring programs

Dining and adventure benefits

Health and wellbeing programs

Job summary

Linfox Armaguard Group Pty Ltd in Canberra, ACT, AU is seeking a Customer Service Manager to lead a team of around 40 professionals within ITS, delivering timely, solutions-focused support and driving performance.

You will coach and develop staff, manage escalations, monitor metrics, and collaborate with internal stakeholders to deliver exceptional customer outcomes and continuous improvement.

Qualifications

• Proven leadership experience within a customer service, contact centre, or service-based environment.
• Strong stakeholder management skills with the ability to influence outcomes.
• Experience coaching, mentoring and developing high-performing teams.
• Sound analytical skills with intermediate proficiency in Microsoft Excel.

Responsibilities

• Leading, coaching, and developing customer service teams to achieve high performance.
• Managing and resolving escalated customer and operational issues.
• Monitoring, analysing and reporting on team performance and service metrics.
• Identifying and implementing continuous improvement initiatives across processes and systems.
• Managing team budgets and resource planning.
• Building strong relationships with internal stakeholders and external customers.
• Creating a positive, collaborative and customer-focused team culture.

Skills

Leadership

Stakeholder mgmt

Coaching

Excel

Tools

Microsoft Excel

Job description

Customer Service Manager Linfox Armaguard Group Pty Ltd, Canberra, ACT, AU

Job Description

Job no: 500384

Work type: Permanent-Full Time

Company: LINFOX ARMAGUARD PTY LTD

Location: Frenchs Forest

Advertised: 27 Aug 2026 AUS Eastern Standard Time

Applications close: 25 Sep 2026 AUS Eastern Standard Time

For more than 85 years, Linfox Armaguard Group has been a trusted partner to businesses and communities across Australia. While we're well known for our secure currency and valuables transport services, today we're much more than that.

Our Integrated Technology Services (ITS) division delivers critical technology solutions that help customers operate safely, efficiently, and securely. From ATM and self-service technology support to field services, monitoring solutions, hardware maintenance, and managed services, ITS plays a vital role in keeping Australia's banking, retail, hospitality, healthcare, and government sectors connected and operational.

Backed by a national footprint and dedicated service network, our teams combine technical expertise with outstanding customer support to deliver solutions where and when our customers need them most. Our success is built on a culture of safety, innovation, accountability, and people development.

What does the job look like?

As our Customer Service Manager, you'll lead and inspire a team of approximately 40 customer service professionals supporting customers across our Integrated Technology Services (ITS) business.

Working at the heart of our service operation, you'll ensure customers receive timely, solutions-focused support while driving team performance, operational excellence, and continuous improvement. This is a critical leadership role that connects our customers, service teams, and field operations to deliver exceptional outcomes across a range of technology and managed service solutions.

Key responsibilities include:

• Leading, coaching, and developing customer service teams to achieve high performance
• Managing and resolving escalated customer and operational issues
• Monitoring, analysing and reporting on team performance and service metrics
• Identifying and implementing continuous improvement initiatives across processes and systems
• Managing team budgets and resource planning
• Building strong relationships with internal stakeholders and external customers
• Creating a positive, collaborative and customer-focused team culture

Are you the one?

You're an experienced customer service leader who thrives in a fast-paced environment and knows how to bring out the best in people. You combine strong operational thinking with excellent communication skills and a passion for delivering outstanding customer experiences.

You'll bring:

• Proven leadership experience within a customer service, contact centre, or service-based environment
• A solutions-focused mindset and the ability to navigate complex issues
• Strong stakeholder management skills and the ability to influence positive outcomes
• Experience coaching, mentoring and developing high-performing teams
• Sound analytical skills with intermediate proficiency in Microsoft Excel
• A proactive approach to continuous improvement and process optimisation
• A positive attitude and genuine passion for people leadership

What's in it for me?

• A collaborative environment that supports professional growth
• Paid parental leave
• Career development opportunities and mentoring programs
• Access to a range of benefits across dining and adventure, travel and health and well-being
• The backing of two trusted Australian security leaders - Armaguard and Prosegur
• A culture built on safety, accountability and excellence

At the Linfox Armaguard Group, we focus on providing an inclusive and diverse workplace where our people can perform at their best. We welcome and encourage applications from people of all backgrounds, identities and perspectives; with people of diverse genders, ages, religions, abilities, sexual orientations and cultures (including Aboriginal and Torres Strait Islander peoples) encouraged to apply.

Further information

You will be required to meet Linfox Armaguard Groups employment criteria which will include but not be limited to a criminal history check and full medical with a drug and alcohol test.