Customer Service Manager

Brickworks Building Products; Sydney; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Charitable partnership with CCI

Inclusive workplace

Parental leave scheme

Employee recognition programs

Career progression opportunities

Employee support programs (EAP)

Staff discounts

Job summary

Brickworks Building Products is seeking a Customer Service Manager in Horsley Park, NSW. You will lead a team to deliver outstanding customer experiences while driving operational efficiency and continuous improvement.

Reporting to the General Manager, you will coach staff, manage daily operations, and partner with Sales, Operations and Supply Chain to optimise service delivery. A hands‑on leader with strong stakeholder skills is required.

Qualifications

• Demonstrated experience leading, coaching and developing a high‑performing customer service team.

Responsibilities

• Lead, coach and develop the Customer Service team to deliver exceptional service and achieve business objectives.
• Oversee the day‑to‑day customer service function, ensuring enquiries, orders and issues are managed efficiently and accurately.
• Monitor and report on customer service KPIs, identifying trends and implementing continuous improvement initiatives.
• Manage customer complaints and escalations, ensuring timely and effective resolution.
• Collaborate with Sales, Operations, Manufacturing and Supply Chain teams to improve customer outcomes and service delivery.
• Conduct performance reviews, support team development and contribute to recruitment and onboarding activities.
• Prepare reports and provide insights and recommendations to support operational performance and decision‑making.
• Foster a positive, customer‑focused culture that promotes teamwork, accountability and service excellence.

Job description

About the role

We’ll seeking a motivated and experienced Customer Service Manager to lead our customer service team in Horsley Park, NSW. Reporting to the General Manager, you will lead and support a team to deliver exceptional customer service while driving operational efficiency and continuous improvement.

You’ll oversee daily customer service operations, build strong relationships with customers and internal stakeholders, coach and develop your team, and ensure service standards are consistently met. This is a hands‑on leadership role that combines people management, problem‑solving, and a commitment to delivering an outstanding customer experience.

Duties include but are not limited to:

• Lead, coach and develop the Customer Service team to deliver exceptional service and achieve business objectives.
• Oversee the day‑to‑day customer service function, ensuring enquiries, orders and issues are managed efficiently and accurately.
• Monitor and report on customer service KPIs, identifying trends and implementing continuous improvement initiatives.
• Manage customer complaints and escalations, ensuring timely and effective resolution.
• Collaborate with Sales, Operations, Manufacturing and Supply Chain teams to improve customer outcomes and service delivery.
• Conduct performance reviews, support team development and contribute to recruitment and onboarding activities.
• Prepare reports and provide insights and recommendations to support operational performance and decision‑making.
• Foster a positive, customer‑focused culture that promotes teamwork, accountability and service excellence.

Success Requirements

• Demonstrated experience leading, coaching and developing a high‑performing customer service team.
• Strong customer service expertise with a proven ability to resolve complex customer enquiries and complaints.
• Relevant tertiary qualifications in Business, Management or a related field will be highly regarded
• Excellent leadership, communication and stakeholder management skills.
• Experience monitoring KPIs and using data to drive service improvements and team performance.
• Strong organisational skills with the ability to manage competing priorities in a fast‑paced environment.
• A collaborative approach, with experience working effectively across Sales, Operations, Manufacturing and Supply Chain teams.
• Sound problem‑solving and decision‑making skills, with the ability to identify opportunities for continuous improvement.

Why join us?

• Charitable Partnership: Proudly support Children’s Cancer Institute (CCI).
• Inclusivity: We value diversity and maintain an inclusive workplace.
• Family Support: Enjoy our company parental leave scheme.
• Recognition: Celebrate success with Employee of the Year and Values Recognition Programs.
• Growth: Ongoing education, training, and career progression opportunities for all employees.
• Support: Access support programs for you and your family through our EAP provider.
• Discounts: Product Discounts are provided for staff and family and friends of staff.

Who we are

Under the Brickworks Building Products umbrella are some of the world’s best‑known building material brands. Recognised globally as leading manufacturers of quality building products, our brands continue to build their reputation for delivering top quality. We lead through style and product innovation, creating materials for beautiful environments.

With a broad product portfolio of manufacturing and sales facilities across Australia and North America, Brickworks Building Products is uniquely placed to service the demands of the building industry.

Brickworks continues to lead the way through design, style, innovation, sustainability and collaboration. The company’s commitment is to inspire, support, create and build better environments and places for its customers and communities.

You will need to be an Australian or New Zealand citizen or Australian permanent resident to apply.

Brickworks does not accept unsolicited applications from employment agencies.