Customer Service Manager - Lead High-Impact ITS Team

Linfox Armaguard Group Pty Ltd,; Canberra; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Paid parental leave

Career development opportunities

Mentoring programs

Dining and adventure benefits

Health and wellbeing programs

Job summary

Linfox Armaguard Group Pty Ltd in Canberra, ACT, AU is seeking a Customer Service Manager to lead a team of around 40 professionals within ITS, delivering timely, solutions-focused support and driving performance.

You will coach and develop staff, manage escalations, monitor metrics, and collaborate with internal stakeholders to deliver exceptional customer outcomes and continuous improvement.

Qualifications

• Proven leadership experience within a customer service, contact centre, or service-based environment.
• Strong stakeholder management skills with the ability to influence outcomes.
• Experience coaching, mentoring and developing high-performing teams.
• Sound analytical skills with intermediate proficiency in Microsoft Excel.

Responsibilities

• Leading, coaching, and developing customer service teams to achieve high performance.
• Managing and resolving escalated customer and operational issues.
• Monitoring, analysing and reporting on team performance and service metrics.
• Identifying and implementing continuous improvement initiatives across processes and systems.
• Managing team budgets and resource planning.
• Building strong relationships with internal stakeholders and external customers.
• Creating a positive, collaborative and customer-focused team culture.

Skills

Leadership

Stakeholder mgmt

Coaching

Excel

Tools

Microsoft Excel

Job description

Linfox Armaguard Group Pty Ltd in Canberra, ACT, AU is seeking a Customer Service Manager to lead a team of around 40 professionals within ITS, delivering timely, solutions-focused support and driving performance.

You will coach and develop staff, manage escalations, monitor metrics, and collaborate with internal stakeholders to deliver exceptional customer outcomes and continuous improvement.