Customer Service Manager

People2People Au Sf; Melbourne; On-site; AUD 110,000 - 135,000; Full time

Benefits offered by this job

Onsite parking

WFH flexibility

Job summary

People2People in Mulgrave, Melbourne is seeking a Customer Service Manager to lead a 6-person team in a growing telecommunications and technology provider. You will oversee service delivery, ticket management and performance metrics while driving systems optimisation and business transformation.

The role reports to the CEO and offers hands-on leadership, change management, and opportunities to shape processes, adoption of new automation, and KPIs across healthcare, warehousing and engineering

Qualifications

• Experience leading customer service and 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.

Responsibilities

• Lead day-to-day customer service and service delivery operations.
• Coach the team, manage escalations and drive performance improvements.
• Improve processes and drive adoption of new systems and automation.
• Finalise the transition from NetSuite to Autotax.
• Implement KPIs, reporting and accountability frameworks.
• Oversee ticket management and service performance.
• Support operational projects and business growth initiatives.

Skills

People leadership

Systems optimisation

Process improvement

Change management

Telecommunications experience

Tools

Autotask

NetSuite

Job description

Job Description

Customer Service Manager - telecommunications

Mulgrave | $115-135k + Super

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 Autotax
• 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.

At people2people, Edge Recruitment and Frog Recruitment, we welcome everyone and encourage people to be their authentic selves. If you require reasonable adjustments during the recruitment process, please contact your recruitment consultant so we can support your needs.