Customer Service Manager

SAE Group; Kingscliff; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Beachside office in Kingscliff

Employee Assistance Program

Team events

Leadership role with ownership of CX

Job summary

SAE Group in Kingscliff, Australia, is seeking an experienced leader to head our Customer Service and Administration team. You will own the customer journey from enquiry to installation, coordinating across sales, operations and senior management.

You will recruit, coach and manage a high-performing team, oversee bookings and scheduling, and drive improvements in processes and customer outcomes. A beachside Kingscliff office supports collaborative teamwork.

Qualifications

• Proven experience leading a customer service or administration team.
• Track record of coaching people and managing performance.
• Calm, practical handling of escalations and difficult conversations.
• Clear written and verbal communication at every level.
• Exceptional organisation and prioritisation in a fast-paced, high-volume environment.
• Experience coordinating schedules and workflows.
• Confidence with business systems and reporting (Salesforce/Simpro).
• Solar/energy industry exposure is a plus.
• Understanding of Australian Consumer Law and its application in disputes.

Responsibilities

• Lead, coach and develop our Customer Service Administrators.
• Recruit, train and onboard new team members; set and track KPIs.
• Manage customer enquiries and escalations to resolution.
• Oversee booking and scheduling of installations and service appointments.
• Maintain accurate customer records and streamline workflows for efficiency.
• Collaborate with sales and operations to prevent gaps.
• Report to the General Manager and drive improvements across the customer journey.
• Manage team budget and approve purchases within authority.

Skills

Leadership

Coaching

Communication

Scheduling

Budgeting

KPIs

Australian Consumer Law

Tools

Salesforce

Simpro

Job description

Established in 2010, SAE Group is an Australian owned and operated company providing energy efficient solutions to homes and businesses. We are one of the largest installers of solar in the country, working across Brisbane, the Gold Coast, the Sunshine Coast, Ballina, Coffs Harbour, Sydney, Melbourne and Perth.

Our values are SAEIQ: Safety, Adaptability, Environment, Integrity and Quality.

About the role

You’ll lead our customer service and administration team from our Kingscliff office, reporting to the General Manager. You own the customer journey from sale to installation: enquiries, escalations, install booking and scheduling, and the admin that keeps it moving. You are the link between customers, sales, operations and senior management.

What you’ll do

• Lead, coach and develop our Customer Service Administrators
• Recruit, train and onboard new team members, and set and track KPIs
• Manage customer enquiries and escalations through to resolution
• Oversee booking and scheduling of installations, service appointments and front of house
• Maintain accurate customer records and streamline administrative workflows to ensure operational efficiency.
• Work closely with sales and operations so nothing falls through the gaps
• Report to the General Manager and drive improvements across the customer journey
• Manage the team budget and approve purchases within your authority

What you’ll bring

• Proven experience leading a customer service or administration team
• A track record of coaching people and managing performance
• Calm, practical handling of escalations and difficult conversations
• Clear written and verbal communication at every level
• Exceptional organisation and prioritisation skills in a fast-paced, high-volume environment.
• Experience coordinating schedules and workflows
• Confidence with business systems and reporting. Salesforce or Simpro experience is a plus
• Solar, electrical or trade industry experience is highly regarded
• Demonstrated understanding of Australian Consumer Law and its application in customer dispute resolution.

What’s on offer

• A competitive salary plus super
• Full time, Monday to Friday
• A beachside office in Kingscliff, a short walk from the water
• A supportive, close knit team that backs each other
• Regular team events and get togethers
• A leadership role with real ownership of the customer experience
• Work for a growing business in solar, batteries and energy, 16 plus years in the industry
• Employee Assistant Program