Customer Service Manager

360HR; Sydney; On-site; AUD 120,000 - 150,000; Full time

Job summary

360HR is assisting a growing Australian business in residential solar, battery and energy solutions to hire a Customer Service Manager to lead their team, improve customer experience and uphold service standards.

This hands-on leadership role focuses on overseeing the day-to-day operations of the Customer Service team, handling enquiries, complaints and escalations, and collaborating with Operations, Installations, Technical and Sales to drive process improvements.

Qualifications

• Experience leading a customer service or contact centre team.
• Strong leadership and coaching skills.
• Experience handling complex customer complaints and escalations.
• Excellent communication and problem-solving skills.
• Experience managing KPIs and service targets.

Responsibilities

• Lead, coach and develop the Customer Service team
• Manage daily workloads, priorities and outstanding customer enquiries
• Handle complex complaints and customer escalations
• Monitor team performance, response times and service levels
• Identify recurring issues and implement practical solutions
• Work closely with Operations, Installations, Technical and Sales teams
• Improve customer service processes and ensure consistent follow-up

Skills

Leadership

Coaching

Customer service experience

KPI management

Communication skills

Job description

Lead a customer service team in a growing Australian business where you can make a real difference.

About the Company

Our client is a fast-growing Australian business specialising in residential solar, battery and energy solutions. They are looking for an experienced Customer Service Manager to lead their team, improve customer experience and ensure a high standard of service.

About the Role

This is a hands-on leadership role suited to someone who enjoys managing people, solving problems and improving processes. You will oversee the day-to-day operations of the Customer Service team, ensuring customer enquiries, complaints and escalations are managed efficiently.

Key responsibilities include:

• Lead, coach and develop the Customer Service team
• Manage daily workloads, priorities and outstanding customer enquiries
• Handle complex complaints and customer escalations
• Monitor team performance, response times and service levels
• Identify recurring issues and implement practical solutions
• Work closely with Operations, Installations, Technical and Sales teams
• Improve customer service processes and ensure consistent follow-up

About You

We are looking for an experienced Customer Service Manager who is confident leading a team and enjoys being hands-on.

You will bring:

• Experience managing a customer service or contact centre team
• Strong leadership and coaching skills
• Experience handling complex customer complaints and escalations
• Excellent communication and problem-solving skills
• Experience managing KPIs and service targets
• A proactive approach with the ability to manage competing priorities

Experience in solar, energy, electrical services, trades, telecommunications or a similar service based industry will be highly regarded.

Why Apply?

This is a great opportunity to join a growing Australian business where you can take ownership of the customer service function, develop your team and make a genuine difference to customer experience.