Customer Service Manager

Capital Transport; City of Brisbane; On-site; AUD 100,000 - 120,000; Full time

Benefits offered by this job

Birthday celebrations

Monthly catered lunches

Friday afternoon drinks

Job summary

Capital Transport is seeking an experienced Customer Service Manager to lead the Customer Service Department and drive service excellence across the business. Reporting to the State Manager, the role suits a strong people leader in a KPI-driven, fast-paced environment.

Join a high-earning team with a culture that includes celebrations and regular social events, plus clear career progression through local and national exposure.

Qualifications

• Experience leading customer service or call-centre teams.
• Proven ability to operate in KPI-driven environments.
• Experience in transport, logistics or regulated service industries is highly regarded.

Responsibilities

• Lead, coach and support the Customer Experience team to deliver high quality service.
• Act as 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.

Skills

Leadership

KPI management

Stakeholder management

Analytics & reporting

Communication

Performance management

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. Reporting directly to the State Manager, this role is ideal for a strong people leader who thrives in a fast‑paced, KPI‑driven environment and is passionate about delivering superior service outcomes.

Why Join Us?

High Earning Potential:

$100,000 - $120,000 + 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