Customer Service Manager

People2people - Melbourne; City of Melbourne; Híbrido; AUD 110.000 - 135.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Direct access to CEO

Onsite parking

WFH flexibility

Mentorship from CEO

Growing telecom and tech business

Descripción de la vacante

People2people - Melbourne is seeking a hands-on senior leader to run a team of six customer service and service delivery professionals. You’ll drive systems optimisation, process improvement and business transformation while overseeing ticketing, performance and the migration from NetSuite to Autotask.

You’ll partner with the CEO, mentor staff, manage change, and deliver measurable growth for a growing telecommunications and technology provider with diverse healthcare, warehousing and

Formación

• Experience leading customer service or operations teams.
• Strong background in systems optimisation and process improvement.
• Experience managing change and driving performance improvements.
• Hands-on leadership style with proactive approach.
• Telecommunications knowledge is highly regarded.

Responsabilidades

• Lead and develop a team of six staff across CS and service delivery.
• Oversee operations, ticket management and service performance.
• Finalise transition from NetSuite to Autotask.
• Drive automation, AI initiatives and workflow improvements.
• Implement KPIs, reporting and accountability frameworks.
• Support operational projects and business growth.

Conocimientos

Team Leadership

Systems Optimisation

Process Improvement

Change Management

Telecommunications Experience

Herramientas

Autotask

NetSuite

Descripción del empleo

Reporting directly to the CEO, this newly created leadership role offers the opportunity to lead a team of six customer service and service delivery professionals while driving systems optimisation, process improvement and business transformation within a growing telecommunications and technology provider supporting clients across healthcare, warehousing and engineering sectors.

About the Role

You’ll lead day-to-day customer service and service delivery operations while playing a key role in business improvement initiatives. This is a hands‑on position where you’ll coach the team, manage escalations, improve processes and drive successful adoption of new systems and automation.

Key Focus Areas

• Lead and develop a team of 6 customer service/service delivery staff
• Oversee customer service operations, ticket management and service performance
• Finalise the transition from NetSuite to Autotask
• Drive systems optimisation, automation and AI initiatives
• Implement KPIs, reporting and accountability frameworks
• Improve workflows, processes and team capability
• Support operational projects and business growth initiatives

About You

• Experience leading customer service, service delivery or operations teams
• Strong background in systems optimisation and process improvement
• Experience managing change and driving performance improvements
• Hands‑on leadership style with a proactive approach
• Telecommunications experience highly regarded
• Exposure to Autotask, NetSuite, MSP, telecommunications or ICT environments highly regarded

What’s on Offer?

• $110-135k + Super
• Direct access to and mentorship from the CEO
• Opportunity to shape systems, processes and team performance
• Growing telecommunications and technology business
• Onsite parking and some WFH flexibility

This role is ideal for a hands‑on leader who enjoys developing people, improving systems and delivering measurable business outcomes.