Chatswood, New South Wales 2057, Australia
Full-time Permanent Mid-level Senior
Description Lead Our Customer Service Team & Help Drive Business Growth
At Ruttley Services, we're not your typical trades company. We're a growing plumbing and electrical business focused on delivering exceptional customer service, professional systems, and a great experience for both our customers and our team.
As we continue to grow, we're looking for an organized, confident and people-focused leader to join our Chatswood office as our new Customer Support, Dispatch & Administration Manager.
This is a key leadership position within the business and an opportunity to take ownership of our customer service, administration and office support functions.
If you love leading people, improving systems, creating structure and delivering outstanding customer experiences, we'd love to hear from you.
About The Role
This role is responsible for leading and managing our office support team while ensuring our customers receive a consistently exceptional experience from their first phone call through to job completion.
You'll work closely with our General Manager, Service Managers and leadership team to drive customer satisfaction, improve office performance and create accountability across the administration and support function.
This role combines:
* Team leadership
* Dispatch management
* Office administration
* Process improvement
* Compliance coordination
* KPI management
No two days will be the same.
Your Key Responsibilities Lead Our Customer Service Team
You'll manage our Customer Service Representatives (CSRs) and help ensure every customer interaction reflects the Ruttley Services standard.
Responsibilities include:
* Managing daily team performance
* Monitoring call quality and booking outcomes
* Coaching and supporting team members
* Improving booking conversion rates
* Managing rosters and workflow
* Supporting onboarding and training
* Driving accountability and customer service standards
Lead Our Dispatch Service Team
A key part of this role is ensuring customers, technicians and office staff remain informed and connected throughout the day.
You will oversee the Dispatch Support Representatives and help ensure smooth communication between the field and office teams.
Responsibilities include:
* Managing dispatch support staff and daily priorities
* Ensuring customers are kept informed regarding technician arrival times
* Supporting communication between technicians, customers and office staff
* Ensuring job notes and customer updates are accurate
* Managing schedule changes and customer rescheduling
* Reducing customer complaints caused by poor communication
* Supporting dispatch efficiency and job flow
Manage Customer Experience
You'll help protect and strengthen our reputation by ensuring every customer receives excellent service.
Responsibilities include:
* Managing customer escalations and complaints
* Improving communication processes
* Supporting Google Review growth
* Identifying service gaps and opportunities
* Working with marketing on customer feedback initiatives
You'll oversee our outbound calling function, helping convert opportunities into booked work.
Responsibilities include:
* Customer reactivation campaigns
* Tracking outbound activity and results
* Producing performance reporting
Oversee Office Administration
You'll help ensure our office operates efficiently and professionally through strong systems and processes.
Responsibilities include:
* Managing administration workflows
* Maintaining procedures and documentation
* Coordinating internal administration functions
* Ensuring key tasks are completed accurately and on time
Compliance & Business Administration
You'll help ensure important business compliance requirements are never missed.
Responsibilities include:
* Managing insurance renewals and documentation
* Maintaining licence and compliance registers
* Tracking certification and renewal dates
* Supporting business compliance processes
Improve Systems & Processes
We're looking for someone who enjoys building structure and improving how things are done.
Responsibilities include:
* Maintaining and improving office procedures
* Supporting CRMS processes
* Creating and updating SOPs
* Identifying inefficiencies and recommending improvements
* Helping create a scalable and professional office environment
About You
We're looking for someone who:
* Has previous experience leading an administration or customer service team
* Is confident communicating with both customers and staff
* Loves organization and creating structure
* Has strong attention to detail
* Enjoys problem solving and taking ownership
* Is comfortable holding people accountable
* Is proactive rather than reactive
* Wants to contribute to a growing business
Highly Regarded
* Experience managing customer service teams
* Experience in trades, construction or service industries
* Experience with ServiceTitan or similar CRM systems
* Operations, administration or office management experience
* Strong reporting and KPI management experience
Location
Based in our Chatswood office with some flexibility commuting to our Wollongong office.
This role is ideal for someone living on Sydney's North Shore or nearby who is looking for a long-term leadership opportunity with a growing local business.
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