National Customer Service Leader & Training Champion

Elmo; Australia; Remote; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Profit sharing (GBS)

Bonusly rewards

Employee Assistance Program

RDO option

Full-time role

Job summary

Protecta is seeking an experienced National Customer Service Manager to lead our national team across Australia. You will drive customer service standards, coaching, training and capability development through Supervisors and Team Leaders, reporting to the Head of Operations.

You will own performance, development and continuous improvement of the national Customer Service function, partnering with Sales, Operations, Procurement, Marketing, Product and Finance to improve outcomes.

Qualifications

• Experience managing a customer service function across multiple teams or locations.
• Strong people leadership experience including managing supervisors or Team Leaders.
• Ability to coach, train and develop employees at different levels.
• Experience creating or delivering customer service, product or systems training.
• Strong performance management and workforce planning capability.
• Customer-focused with sound commercial and operational judgement.
• Confidence using service data and KPIs to identify issues and drive improvement.
• Strong communication, stakeholder management and problem-solving skills.

Responsibilities

• Leading Customer Service operations nationally through supervisors and Team Leaders.
• Setting clear service standards, priorities, KPIs and expectations across locations.
• Developing and delivering a national training and capability plan.
• Coaching supervisors and Team Leaders in leadership and performance management.
• Coordinating training across customer service skills, Protecta products, systems and processes.
• Developing structured induction and onboarding programs for new team members.
• Monitoring training effectiveness and addressing capability gaps.
• Reviewing team performance, customer feedback, service levels and productivity.
• Supporting workforce planning, recruitment, succession planning and retention.
• Managing complex customer complaints and escalated issues.
• Ensuring use of NetSuite, CRM and service processes.
• Identifying opportunities to simplify processes and improve customer outcomes.
• Partnering with Sales, Operations, Procurement, Marketing, Product and Finance.

Skills

People leadership

Customer service leadership

Coaching

Training delivery

CRM systems

KPIs & performance management

Stakeholder management

Order management systems

Tools

NetSuite

CRM systems

ERP / order management

Job description

Protecta is seeking an experienced National Customer Service Manager to lead our national team across Australia. You will drive customer service standards, coaching, training and capability development through Supervisors and Team Leaders, reporting to the Head of Operations.

You will own performance, development and continuous improvement of the national Customer Service function, partnering with Sales, Operations, Procurement, Marketing, Product and Finance to improve outcomes.