Hands-On Customer Care Leader (Team of 15)

MAYDAY Recruitment Group - Winner Outstanding Agency 2023; Sydney; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

On-call allowance for critical after-­

Job summary

MAYDAY Recruitment is partnering with Australia’s leading funeral service provider to recruit a Customer Care Manager in Sydney. This is a hands-on, autonomy-rich leadership role guiding a team of up to 15 to deliver compassionate, high-quality service during life’s difficult moments.

You will lead operations, coach staff, manage escalations and collaborate with internal teams to optimise customer outcomes, while driving continuous improvements and workforce planning.

Qualifications

• Experience leading a team or department.
• Strong customer service or sales background.
• Ability to manage people, performance and escalations.
• Proactive, solutions-focused mindset.
• Excellent communication and stakeholder relationship skills.

Responsibilities

• Lead, coach and support a Customer Care team of up to 15 people.
• Take ownership of day-to-day operation of the Customer Care function.
• Build genuine relationships with your team and understand what motivates and supports them.
• Set clear expectations and create a positive, accountable and high-performing team culture.
• Be hands-on with escalations, complex customer matters and sensitive situations.
• Monitor performance, identify opportunities and take action to improve results.
• Work closely with Operations, Accounts and other internal teams to resolve issues and improve customer outcomes.
• Proactively build relationships across the wider business and work collaboratively to find solutions.
• Identify process gaps and take the initiative to implement practical improvements.
• Support workforce planning, scheduling, KPIs, SLAs and quality standards.
• Coach team members through regular one-on-ones, call reviews and development conversations.
• Support change and improvement initiatives across the Customer Care function.
• Be available for critical after-hours matters when required.

Skills

People leadership

Customer service background

Stakeholder management

Problem solving

Tools

CRM systems

Job description

MAYDAY Recruitment is partnering with Australia’s leading funeral service provider to recruit a Customer Care Manager in Sydney. This is a hands-on, autonomy-rich leadership role guiding a team of up to 15 to deliver compassionate, high-quality service during life’s difficult moments.

You will lead operations, coach staff, manage escalations and collaborate with internal teams to optimise customer outcomes, while driving continuous improvements and workforce planning.