Overview
Reporting to the Logistics Manager, you will take on a hands‐on leadership role, guiding and mentoring a team of five Customer Service Agents within the VIC Quarries business.
You'll be responsible for managing daily customer service tasks, coordinating product deliveries, and ensuring top‐notch service quality while also providing guidance to the agents and acting as an escalation point.
As a key player in the frontline business, you will influence service standards and contribute to a positive team culture. This is a full‐time, permanent role with the support and flexibility provided.
Responsibilities
* Lead and develop a team across customer service functions
* Drive performance through structured operating rhythms, daily metrics, and continuous improvement
* Ensure responsive, solution‐focused service to internal and external customers
* Collaborate with regional and national leaders to align service standards and outcomes
* Own key customer service KPIs and lead root cause analysis when issues arise
* Strengthen relationships with stakeholders across operations, logistics, and commercial teams
* Foster a culture of engagement, accountability, and excellence across your team
Qualifications
* Proven leadership experience in a fast‐paced, complex environment such as logistics, manufacturing, supply chain, or customer operations
* Strong operational discipline and ability to create structure within dynamic environments
* Knowledge of NHVR regulations and CoR (preferred but not required)
* Customer Service professional with experience developing and monitoring key KPI metrics
* Demonstrated success in leading through change and driving cultural uplift
* Sound commercial acumen and understanding of end‐to‐end supply chain operations
* Ability to work autonomously and drive key initiatives
* Exceptional stakeholder management and influencing skills
* Passion for delivering high‐quality service outcomes and team performance
* Experience with contact centre operations or time‐critical service environments is highly regarded
Benefits
* Competitive salary on offer
* Real opportunity for growth and development in a supportive and inclusive environment
* The chance to shape and lead a key function with significant scope for impact
* Work alongside a collaborative and high‐performing leadership team
* Equal Opportunities Employer
* Be part of a team that values safety, sustainability, and customer success
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