We're on the lookout for a National Customer Service Manager to lead and drive our Customer Service and Scheduling teams. The role is based at our Arundel head office; however, you will provide national support and manage teams based in Queensland, Victoria, and New South Wales.
In this fast-moving, dynamic role, you'll be responsible for the daily operations of our scheduling function, provide strategic oversight of national service delivery ensuring our trucks and crews arrive safely and on time with the right products to get the job done.
This is a hands‐on leadership position, where you'll coach and develop your team to deliver outstanding customer service, optimise schedules, and drive operational efficiency. You'll play a key role in the success of our branches, ensuring we meet and exceed client expectations across the board.
Key Responsibilities
* Lead, mentor, and coach scheduling and customer service teams across QLD and VIC.
* Oversee job scheduling to ensure trucks are coordinated efficiently for multiple sites.
* Work closely with Branch Managers and Supervisors to optimise daily operations.
* Own and manage the Learning Management System (LMS).
* Maintain strong relationships with clients.
* Build and maintain collaborative relationships with Sales, Estimating, Technical Design, and Branch Operations teams.
* Monitor KPIs and report on team performance and service delivery.
* Identify and implement continuous process improvements to enhance service and efficiency.
* Collaborate with IT and development teams to enhance scheduling tools and systems.
* Plan succession and workforce, upskill, cross‐train and continuously strengthen your department.
* Recruit and select new team members.
* Conduct performance reviews of staff.
About You
We're after someone who is not just a great leader, but also passionate about driving results and creating a great team culture. Your ability to problem‐solve on the fly, juggle multiple priorities, and bring a positive and proactive approach will see you thrive in this role. You have experience leading across multiple locations and enjoy bringing remote teams together with a shared vision and standard of excellence. You're passionate about building scalable systems, training programmes, and feedback mechanisms that drive continuous improvement.
Required Experience & Skills
* Proven experience leading customer service or operations teams in a fast‐paced environment.
* Strong scheduling and coordination experience (ideally in construction, logistics, or similar industries).
* Excellent communication and relationship‐building skills.
* A knack for troubleshooting and finding solutions under pressure.
* Strong time management and prioritisation abilities.
* A desire to coach and develop your team to be their best.
* Computer literacy and experience working with scheduling or operational systems.
* A commercial mindset with an eye for driving efficiency and profitability.
Benefits & Perks
* Competitive salary package.
* Complimentary professional car washes on site.
* Ongoing training and leadership development opportunities.
* Monthly team lunches.
* Corporate uniforms provided.
* A supportive leadership team.
* Employee Assistance Program.
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