About the Role:
A high-performing Australian Manufacturing and Distribution Group is looking for a National Customer Service Leader to take ownership of its customer service function and drive transformation across the business.
This role is all about leadership, strategy, and operational excellence, guiding multi-state teams, streamlining processes, and ensuring a best-in-class customer experience. This is a hands-on, change-driven role for someone who thrives on solving complex challenges and delivering tangible results.
Key Responsibilities:
* Lead the design and implementation of a national customer service strategy.
* Identify inefficiencies and drive process improvement, automation, and operational excellence.
* Ensure smooth collaboration between Customer Service, Sales, and Operations.
* Resolve high-level customer issues and implement programs to boost satisfaction and retention.
* Monitor national KPIs, reporting on trends and opportunities for improvement.
* Lead, mentor, and inspire Team Leaders and Customer Service Agents across multiple states.
* Build a culture of accountability, high performance, and engagement.
* Drive training initiatives and ensure team alignment with company goals.
* Transform team dynamics and create a scalable, efficient operation.
Skills & Experience:
* 8+ years of national customer service management experience, leading teams of 10–12 across multiple locations.
* Proven experience driving operational transformation and scaling customer service operations.
* Strong knowledge of ERP and CRM systems (Microsoft Dynamics, Business Central, CXOne preferred).
* Excellent leadership, coaching, and people development capabilities.
* Skilled in resolving complex issues, improving retention, and enhancing customer satisfaction.
* Strong analytical, decision-making, and process optimisation skills.
About the Company:
The business is focused on growth, operational excellence, and delivering a strong customer experience. With a collaborative and values-driven culture, this role offers a unique opportunity to lead a major function and make a real impact on national operations.