Customer Service Manager: Lead a Growing Solar Team

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

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.