Customer Support Manager

McMillan Shakespeare Group (MMS); City of Melbourne; On-site; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Strong culture

Novated leasing

12 weeks parental leave

Learning & development

Sonder digital wellbeing platform

Income protection insurance

Employee share plan

Volunteer leave

Rewards program

Hybrid working

Job summary

McMillan Shakespeare Group (MMS) is seeking a Customer Support Manager to lead the customer support function and deliver a high-quality, scalable support experience across inquiries, case management and escalations. You will drive service standards, team performance and continuous improvement to support business growth.

You will collaborate across functions to identify process inefficiencies, customer pain points and automation opportunities to improve end-to-end customer experience, coaching

Qualifications

• Leadership experience in customer support or contact centre teams.

Responsibilities

• Lead the customer support function delivering high-quality, scalable support across inquiries, case management and escalations.
• Drive service standards, team performance and continuous improvement to support business growth.
• Collaborate with across functions to identify process inefficiencies, pain points and automation opportunities.
• Coach and support the team; foster accountability, collaboration and customer-centric problem solving.

Skills

People leadership

Coaching

Performance management

Customer-centric

Customer support experience

CRM & dashboards

Automation / AI

BPO exposure

Ambiguity management

Bachelor's degree

Education

Bachelor's degree in Business/Commerce/Operations

Tools

CRM systems

Case management software

Reporting dashboards

Job description

At MMS we’re proud of our history, our heart, and our commitment to making a difference to people’s lives. We care because people matter. We collaborate because the greatest achievements are made together, and we continuously create because some of the best innovations have yet to be imagined.

Oly is McMillan Shakespeare’s newest and most exciting brand, we have been first to market with a new offering to enable all car owners in Australia to apply for a car lease via Oly through their workplace.

The Role:

As our Customer Support Manager, you willlead the customer support function, ensuring the delivery of a high-qualityand scalable support experience across customer enquiries, casemanagementandescalations.

You willberesponsible fordriving service standards, team performance, and continuous improvement to support business growth.You willwork closelyacrossvarious functions toidentifyprocess inefficiencies,customer painpointsand automation opportunities to improve the end-to-endcustomer experience.

Utilising yourwell-developedleadership skills,you will coach and support the teamwhilefosteringa culture of accountability, collaboration and customer-centric problem solving

Thiskey rolewillenhanceservice outcomes, support commercialobjectivesand deliverinsight-led improvements thatincreasecustomer satisfaction, operationalefficiencyandbusiness performance.You will contribute to strategic initiatives that improve organisational effectiveness and drive data-driven decision making across the function.

You will Bring:

• Strong people leadership,coachingand performancemanagement capability.

• Customer-first mindset with calm,confidentand accountablecommunication.

• Experience leading customer support, contact centre, customeroperationsor service teams.

• Experience using CRM, case management, dashboards andreporting to improve performance and customer outcomes.

• Financial services, automotive, salary packaging, novatedleasing or regulated customer service experience is highlydesirable.

• Experience with automation, self-service, AI, knowledgemanagementor BPO models is desirable.

• Ability tooperatein a scale-up environment with ambiguity,paceand changing priorities

• Tertiary qualifications in Business, Commerce, CustomerExperience,Operationsor another relevant discipline preferred.

What we can offer you:

• Strong culture and the support of a values-based recognition program
• Novated leasing benefits and discounts
• 12 weeks paid parental leave
• Comprehensive learning and development opportunities to support your career growth
• Sonder digital wellbeing platform , providing personalised support 24/7, plus annual flu vaccinations
• Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
• Exempt Employee Share Plan
• Volunteer leave & Career break
• MMS Rewards program
• We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.
• We value the skills and attributes veterans can bring to our organisation.
• We embrace hybrid working and welcome conversations about flexibility.

Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.

Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.

We acknowledge Aboriginal and Torres Strait Islander people as the Traditional Custodians of the lands where we live, learn and work.

If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at [e-mail]