Customer Service Manager

Laing O'Rourke group; Western Australia; On-site; AUD 100,000 - 140,000; Full time

Benefits offered by this job

In-house training

Six months’ paid parental leave

Purchased leave options

Volunteering leave

Exclusive discounts

Job summary

Select Plant Australia, part of the Laing O’Rourke Group, is seeking an experienced leader to drive regional customer-experience in hire solutions. You will oversee service standards, fulfilment and escalations while aligning fleet and supplier capacity with commercial needs.

The role requires strong leadership of a regional team and deep knowledge of the end-to-end hire lifecycle. You will guide complex customer cases, coordinate with suppliers, and leverage data to improve performance and

Qualifications

• Demonstrated leadership of customer service or equipment hire teams.
• Strong knowledge of end-to-end hire lifecycle.
• Experience handling complex customer cases and escalations.
• Experience coordinating with suppliers and making commercial decisions.
• Ability to interpret customer, operational and financial data to improve performance.
• Proven experience in workforce planning and development of teams.
• Experience with COINS or similar ERP is desirable.

Responsibilities

• Lead regional customer-experience performance across responsiveness, fulfilment, retention and escalation management.
• Set service priorities and translate business needs into delivery plans with resource allocation.
• Establish consistent customer-service standards and communication norms.
• Oversee quoting, bookings, purchase orders, contracts and complex customer commitments.
• Align customer demand with fleet availability, supplier capacity and commercial needs.
• Lead complex fulfilment, service recovery, billing disputes and escalations to resolution.
• Use data to improve performance, utilisation and revenue protection.
• Lead workforce planning, performance, coaching and succession for the regional team.

Skills

Leadership

Customer service

Hire lifecycle

Supplier coordination

Data interpretation

Workforce planning

People leadership

COINS or ERP

Tools

COINS

ERP systems

Job description

About Select Plant Australia

Select Plant Australia is one of Australia’s leading specialist plant hire providers and a key part of the Laing O’Rourke Group. We provide the plant, equipment and specialist solutions that help deliver some of Australia’s largest, most complex and exciting construction projects.

Our capability spans Cranes and Lifting Solutions, General Plant, Heavy Plant, Site Solutions, Specialist Rail, Sustainability and Innovation, and Vehicles, giving our customers access to one of the broadest plant ranges in the industry.

Benefits

At Laing O’Rourke, we’re committed to helping our people thrive and build meaningful, rewarding careers. We offer exceptional development opportunities, wellbeing support and a range of benefits designed to support you both at work and beyond.

We’re proud to foster a diverse and inclusive workplace and welcome applications from First Nations Peoples and people from culturally and linguistically diverse backgrounds. Laing O’Rourke is also recognised by the Workplace Gender Equality Agency (WGEA) as an Employer of Choice for Gender Equality.

Some of our benefits include:

• In-house training and on-the-job development opportunities
• Six months’ paid parental leave at full pay for all employees
• Purchased leave options and volunteering leave
• Exclusive discounts and savings across hundreds of Australian retailers

Learn more about ourBenefits & Rewardsand our Stretch Reconciliation Action Plan https://www.laingorourke.com/company/diversity-and-inclusion

Key responsibilities

• Lead regional customer-experience performance across responsiveness, fulfilment, retention and escalation management.
• Set service priorities, translate business needs into delivery plans and allocate resources as demand changes.
• Establish consistent customer-service standards, communication expectations and ways of working.
• Oversee quoting, bookings, purchase orders, contracts and complex customer commitments within approved controls.
• Align customer demand with fleet availability, supplier capability, Workshop capacity and commercial requirements.
• Lead complex fulfilment, service recovery, billing disputes, hire changes and customer escalations through resolution.
• Use customer, operational and financial data to improve performance, utilisation and revenue protection.
• Lead workforce planning, performance, engagement, coaching, capability and succession for the regional team.

About you

• Demonstrated leadership of customer service, customer operations or equipment hire teams across a complex portfolio.
• Strong knowledge of the end-to-end hire lifecycle, from enquiry and quotation through fulfilment, return and billing.
• Experience leading complex customer cases, escalations, service recovery and sensitive relationships.
• Experience in supplier coordination, commercial decision-making, revenue protection and operational integration.
• Ability to interpret customer, operational and financial data to improve performance and capacity.
• Demonstrated people leadership across workforce planning, performance, coaching, engagement and development.
• Experience with COINS or a similar hire, ERP or customer-management system is desirable.
• Strong commercial judgement, stakeholder influence, negotiation and governance awareness.