National Customer Service Leader | Training & Growth

Protecta Group; Sydney; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Profit Share (GBS)

Bonusly

Employee Assistance Program

RDO program

Superannuation

Job summary

Protecta Group is seeking an experienced National Customer Service Manager to lead the national customer service team across Australia, reporting to the Head of Operations.

You will develop people, drive customer service training, coach supervisors and team leaders, and ensure consistent, responsive and knowledgeable support at every location.

This full-time role offers a base salary with super, incentives and a supportive culture that values growth and exceptional customer experiences.

Qualifications

• Experience leading customer service across multiple locations.
• Coaching and developing employees at varying levels.
• Experience delivering customer service or systems training.
• Strong performance management and workforce planning skills.

Responsibilities

• Lead national customer service operations through supervisors and Team Leaders.
• Set service standards, KPIs, and priorities across locations.
• Develop a nationwide training and capability plan.
• Coach supervisors and Team Leaders in leadership and performance management.
• Coordinate training on customer service skills, Protecta products, systems and processes.
• Develop onboarding programs for new team members.
• Monitor training effectiveness and address capability gaps.
• Review team performance, customer feedback, service levels and productivity.
• Support workforce planning and recruitment.
• Manage complex customer complaints and escalated issues.
• Ensure use of NetSuite, CRM systems consistently.
• Identify process improvements to enhance the customer experience.
• Partner with Sales, Operations, Procurement, Marketing, Product and Finance.

Skills

People leadership

Customer service

Training & development

Data analysis

KPIs

Tools

NetSuite

CRM systems

Job description

Protecta Group is seeking an experienced National Customer Service Manager to lead the national customer service team across Australia, reporting to the Head of Operations.

You will develop people, drive customer service training, coach supervisors and team leaders, and ensure consistent, responsive and knowledgeable support at every location.

This full-time role offers a base salary with super, incentives and a supportive culture that values growth and exceptional customer experiences.