Service Centre Manager

O'Brien Glass Industries Limited; Newcastle City Council; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Laptop provided

Phone provided

Uniform provided

Employee discounts

Incentive program

Community service leave

Job summary

O’Brien Glass Industries Limited is seeking a Service Centre Manager for our Lambton Centre to lead a high‑performing team and drive exceptional customer service across the operation.

You’ll manage scheduling, KPI tracking and budgets, strengthen relationships with customers and insurers, and foster a safety‑driven, continuous improvement culture with support from the Network Area Manager and leadership team.

Qualifications

• Experience as a people leader with coaching and performance management.
• Strong communication and stakeholder management skills.
• Ability to analyse operational data and use systems.
• Collaborative, engaging leadership style.
• Commitment to operational excellence and business growth.
• Automotive industry experience (highly regarded but not essential).

Responsibilities

• Leading, coaching and inspiring your team
• Delivering exceptional customer service
• Managing key relationships with customers, insurers and suppliers
• Overseeing daily and weekly scheduling in a fast‑moving environment
• Monitoring performance, KPIs and budgets
• Driving safety, quality and continuous improvement
• Building a positive, high‑performance culture

Skills

People leadership

Coaching & performance management

Customer service

Stakeholder management

Data analysis

Operational excellence

Job description

Service Centre Manager – Lead a High‑Performing Team at Our Busy Lambton Centre

Lead a high‑performing team.

Why You’ll Love This Role

You’ll be the heartbeat of a high‑volume operation — leading a dedicated team, strengthening customer and insurer relationships, and keeping the centre running smoothly every day. You’ll also be supported by an experienced Network Area Manager and a leadership team committed to your growth.

What You’ll Be Doing

• Leading, coaching and inspiring your team
• Delivering exceptional customer service
• Managing key relationships with customers, insurers and suppliers
• Overseeing daily and weekly scheduling in a fast‑moving environment
• Monitoring performance, KPIs and budgets
• Driving safety, quality and continuous improvement
• Building a positive, high‑performance culture

About You

You’re a people‑first leader with energy, initiative and a genuine passion for customer experience. You thrive in a busy, hands‑on environment and know how to influence, motivate and build strong teams.

You’ll bring:

• Experience as a people leader, with strengths in coaching and performance management
• Strong communication and stakeholder management skills
• Confidence using systems and analysing operational data
• A collaborative, engaging leadership style
• Commitment to operational excellence and business growth
• Automotive industry experience (highly regarded but not essential)

What’s In It For You

• Supportive senior leadership team
• Ongoing learning, development and career progression
• Incentive program based on performance
• Employee discounts across O’Brien® and partner brands
• Laptop, phone and uniform provided
• Recognition and reward programs
• Community service and volunteering leave

Ready to Lead With Us?

If you’re passionate about people, customer experience and operational success, we’d love to hear from you.

Must have full Australian working rights.

If you meet the above criteria and you’re seeking a rewarding career with a nationally recognised household brand, then we would love to hear from you.

At O'Brien®, we put our customer at the heart of everything that we do, serving more than 360,000 Customers each year, 24 hours a day, 7 days a week, 365 days a year.

O'Brien is also part of Belron®, worldwide leader in vehicle glass repair, replacement and recalibration services, operating in 40 countries across 6 continents.

Founded in February 1924 by Frank G. O’Brien on Allen Street, Waterloo, O’Brien® began as a silvering business with a strong commitment to customer satisfaction and employee well‑being. Over the years, we’ve grown to become Australia’s leading vehicle glass repair and replacement company. Today, O’Brien® operates nationwide, offering a wide range of automotive care products and services to both retail and wholesale customers. Each year, we serve over 360,000 motorists, 24 hours a day, 7 days a week, 365 days a year. Our expertise extends beyond vehicles – since 1924, O’Brien® has also been a trusted provider of quality glass products and services for Australian homes and businesses. Our tailored glazing solutions are designed to meet the unique needs of every customer. In 2018 O'Brien® and Laser & Electrical Plumbing untied their expertise, giving rise to O'Brien Plumbing and Electrical enabling O'Brien® to offer a complete range of a complete range of products and services across Australia. O'Brien® is also part of Belron®, a global leader in vehicle glass repair, replacement, and recalibration, operating in over 40 countries across 6 continents. At O'Brien®, we put our customer at the heart of everything that we do, maintaining a continual focus on Making a Difference with Real Care to our customers and employees.

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