FlexCollect is a leading provider of intelligent debt recovery solutions, combining advanced AI technology with deep industry expertise.
We support businesses across Australia in managing their receivables more efficiently, while ensuring fairness and compliance in every interaction.
We are seeking a Customer Service Manager to drive excellence in service delivery and client engagement.The RoleThe Customer Service Manager will lead our customer support function, ensuring the highest standards of service to both creditor clients and debtor customers.
This role requires a balance of empathy, professionalism, and commercial acumen.
Beyond managing the day-to-day operations of the service team, you will be responsible for identifying upselling opportunities, strengthening long-term client relationships, and ensuring our service delivery reflects best practice in compliance and customer care.Key ResponsibilitiesLead, mentor, and develop the customer service team to meet KPIs across response times, resolution rates, satisfaction scores, and compliance standardsManage and maintain professional relationships with both creditors (clients) and debtors (end customers), ensuring interactions are respectful, effective, and aligned with regulatory obligationsAct as an escalation point for complex matters, including sensitive debtor cases and key client issuesIdentify and implement upselling opportunities within the existing client portfolio, in partnership with the sales and account management teamsDevelop and maintain clear processes for debtor engagement, payment resolution, and creditor reportingProvide insights and feedback to product and operations teams to enhance client outcomes and system performanceEnsure compliance with all relevant legislation, codes of practice, and internal risk management frameworksAbout You5+ years' experience in customer service or client management, including 2+ years in a leadership capacityDemonstrated ability to manage relationships with both corporate clients and individual customers in a sensitive environment (financial services, collections, or credit management background preferred)Proven track record of identifying upselling or cross-selling opportunities within a service contextStrong people leadership skills, with experience coaching and developing high-performing teamsProcess-driven, with excellent organisational and analytical skillsExceptional communication skills, with the ability to balance empathy, firmness, and professionalismFamiliarity with compliance obligations in collections, credit reporting, or financial servicesWhat We OfferCompetitive salary package with performance-based incentivesHybrid working flexibility, with a Sydney-based HQThe opportunity to influence customer engagement strategy in a high-growth financial services businessExposure to senior leadership and clear pathways for career progressionA collaborative, skilled, and values-driven workplace cultureHow to ApplyPlease submit your CV and cover letter via LinkedIn.
Applications will be reviewed on a rolling basis.Location and StatusSydney, New South Wales, Australia – Sydney-based roles; multiple postings in various NSW locations may apply.
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📌 Customer Service Manager
🏢 Flex Collect
📍 Sydney