Senior Customer Service Leader (Player-Coach)

Guardian Personal Alarms; Perth; On-site; AUD 90,000 - 120,000; Full time

Job summary

Guardian Personal Alarms is seeking an experienced Customer Service Manager to lead and elevate our Customer Service team in Warwick, WA. This hands-on leader will coach the team, develop capability, and create structure and accountability to deliver an exceptional customer experience.

Reporting to the Managing Director, you will oversee day-to-day leadership, performance, and operations, while staying connected to the work and stepping into customer service when needed.

Qualifications

• Proven experience leading a customer service team.
• Strong people leadership and coaching skills.
• Experience managing performance conversations.
• Excellent organisation and prioritisation.
• Clear written and verbal communication.
• Calm, professional and solutions-focused under pressure.
• Ability to work across multiple platforms and systems.

Responsibilities

• Lead, coach and develop the Customer Service team.
• Manage workflows, rostering and leave coverage.
• Develop the Senior CSO as 2IC.
• Oversee customer enquiries via phone, email, walk-ins and service requests.
• Take ownership of escalated and complex customer matters.
• Ensure service standards, response times and customer records are consistently maintained.
• Identify opportunities to improve processes and efficiency.
• Build a positive, professional and accountable team culture.

Skills

People leadership

Team development

Coaching

Operational management

Customer service

Performance management

Job description

Guardian Personal Alarms is seeking an experienced Customer Service Manager to lead and elevate our Customer Service team in Warwick, WA. This hands-on leader will coach the team, develop capability, and create structure and accountability to deliver an exceptional customer experience.

Reporting to the Managing Director, you will oversee day-to-day leadership, performance, and operations, while staying connected to the work and stepping into customer service when needed.