Customer Service Manager

Guardian Personal Alarms; Perth; On-site; AUD 90,000 - 120,000; Full time

Job summary

Guardian Personal Alarms is seeking an experienced Customer Service Manager to lead and elevate our Customer Service team in Warwick, WA. This hands-on leader will coach the team, develop capability, and create structure and accountability to deliver an exceptional customer experience.

Reporting to the Managing Director, you will oversee day-to-day leadership, performance, and operations, while staying connected to the work and stepping into customer service when needed.

Qualifications

• Proven experience leading a customer service team.
• Strong people leadership and coaching skills.
• Experience managing performance conversations.
• Excellent organisation and prioritisation.
• Clear written and verbal communication.
• Calm, professional and solutions-focused under pressure.
• Ability to work across multiple platforms and systems.

Responsibilities

• Lead, coach and develop the Customer Service team.
• Manage workflows, rostering and leave coverage.
• Develop the Senior CSO as 2IC.
• Oversee customer enquiries via phone, email, walk-ins and service requests.
• Take ownership of escalated and complex customer matters.
• Ensure service standards, response times and customer records are consistently maintained.
• Identify opportunities to improve processes and efficiency.
• Build a positive, professional and accountable team culture.

Skills

People leadership

Team development

Coaching

Operational management

Customer service

Performance management

Job description

Guardian Personal Alarms | Full-Time | Warwick, WA

Lead people. Elevate customer experience. Make a difference.

Guardian Personal Alarms is looking for an experienced and people-focused Customer Service Manager to lead our growing Customer Service team.

This is a hands-on player-coach leadership role for someone who genuinely enjoys leading people, developing capability, creating structure and accountability, and delivering an exceptional customer experience.

You’ll lead a team that supports customers and families who rely on our personal alarm products for greater independence, safety and peace of mind.

About the Role

Reporting directly to the Managing Director, you will take ownership of the day-to-day leadership and performance of our Customer Service function.

You’ll lead and develop a team including a Senior Customer Service Officer (2IC), Customer Service and Returns Officers, and Reception.

While this is first and foremost a leadership position, we believe great leaders stay connected to the work. You’ll remain visible and accessible to your team, stepping into customer service operations when needed while spending the majority of your time leading, coaching, planning and improving team performance.

What You'll Be Responsible For

• Lead, coach and develop the Customer Service team
• Manage workflows, priorities, rostering and leave coverage
• Develop and empower the Senior CSO as your operational 2IC
• Oversee customer enquiries across phone, email, walk-ins and service requests
• Take ownership of escalated and complex customer matters
• Ensure service standards, response times and customer records are consistently maintained
• Identify opportunities to improve processes, systems and operational efficiency
• Build a positive, professional and accountable team culture

What We're Looking For

We're looking for an established leader who is comfortable with both the people and operational sides of management.

You will ideally bring:

• Demonstrated experience leading a customer service or service-based team
• Strong people leadership, coaching and team development skills
• Confidence managing performance and having constructive, sometimes difficult, conversations
• Excellent organisation, prioritisation and follow-through
• Strong written and verbal communication skills
• The ability to remain calm, professional and solutions-focused under pressure
• Confidence working across multiple platforms and business systems
• Experience within personal alarms, aged care or the disability sector is not essential. Strong leadership capability, emotional intelligence and the ability to learn our business are more important to us.

What Success Looks Like

You’ll know you're succeeding when your team is confident, well supported and accountable; customers receive consistently high-quality service; workflows and escalations are well managed; and you're developing people rather than simply solving every problem yourself.

The Guardian Way

At Guardian Personal Alarms, how we work is just as important as what we do.

Our values are Empathy, Respect, Innovation, Collaboration and Gratitude, and we expect our leaders to bring these values to life through the way they communicate, make decisions, support their teams and care for our customers.

Our approach to customer care is simple:

• Be Warm. Be Clear. Be Confident. Be Helpful.