We are seeking a highly organised and disciplined Operations Manager to lead and coordinate our Customer Service team alongside our Service Operations function, across both our Dental and Medical segments of the business.
This is a pivotal leadership role within a fast-paced, breakdown-driven service environment. The Operations Manager is responsible for ensuring service operations are executed with structure, financial discipline, and consistency, while maintaining high standards of customer communication and issue resolution.
A minimum of 3-5 years customer service management experience is required.
The role requires confidence in managing customer enquiries, escalations, and challenging interactions, including situations involving urgent equipment breakdowns. Success in this position depends on the ability to think clearly under pressure, problem-solve decisively, and communicate with speed, clarity, and professionalism—balancing customer expectations with operational realities.
Rather than directly scheduling service work, this role manages and governs the Service Coordination function, ensuring systems, people, and processes are operating correctly, efficiently, and in line with business and financial objectives.
Key Responsibilities
Operational Leadership & Governance
* Lead and coordinate daily operations across the Customer Service and Administration teams.
* Manage and support Service Coordinators, ensuring all Breakdowns, Preventative Maintenance, and Installations are scheduled accurately and in accordance with agreed priorities.
* Maintain strong operational discipline across daily, weekly, and monthly planning cycles.
* Conduct and lead daily morning operations meetings to confirm priorities, capacity, and execution readiness.
* Work closely with the Service Manager to align technician availability, workload, and service delivery expectations.
Financial & Performance Accountability
* Maintain accountability for operational and service-related financial KPIs, including service revenue, invoicing timeliness, cost alignment, and workflow efficiency.
* Ensure all completed service jobs are closed, reviewed, and invoiced within set business days of work completion.
* Oversee the accurate and timely entry and alignment of supplier bills and service-related costs to ensure expenses are recorded in line with the creation of customer invoices.
* Ensure cost recognition, billing, and revenue capture occur within the same operational cycle, supporting accurate margin reporting and the achievement of financial KPIs.
* Monitor service and financial workflows within QuickBooks Online (QBO) and ERP systems, ensuring data integrity and compliance with internal controls.
* Identify discrepancies between service delivery, billing, and cost allocation, and implement corrective actions to maintain financial accuracy and operational discipline.
* Support the preparation of operational and financial reports, providing visibility on service performance, billing cycles, and KPI outcomes
Service Systems, Compliance & Quality Control
* Oversee the service database and operational systems, ensuring job accuracy, closure discipline, and billing integrity.
* Ensure Service Coordinators are correctly confirming parts availability, documentation, and resources, and routinely audit this to maintain execution standards.
* Monitor service performance and intervene where scheduling, communication, or execution risks arise.
* Ensure consistent, professional communication standards across customer-facing teams.
* Drive continuous improvement across service operations, systems, and workflows.
Customer & Stakeholder Management
* Act as an escalation point for complex or sensitive customer issues, ensuring professional resolution.
* Balance customer expectations with operational capability in high-pressure breakdown scenarios.
* Maintain strong working relationships with internal stakeholders to ensure alignment and accountability.
What We're Looking For
1. Exceptional communication capability (Critical Requirement)
You understand the importance of timely, accurate, and professional communication in a fast-paced service environment. This role requires prompt and clear communication across phone, email, and internal channels, with the ability to prioritise competing demands throughout the day to ensure service issues, customer enquiries, and internal coordination are addressed without delay.
2. Demonstrated experience in an Operations, Office Management, or Service Operations environment, with sufficient exposure to confidently step into a leadership role.
3. Experience working with service coordination and customer service teams, or the capability and willingness to develop these leadership skills quickly within a structured environment.
4. Experience using QuickBooks Online (QBO), Xero, or similar financial/ERP systems, with the ability and willingness to further develop capability in financial KPI tracking and operational reporting.
5. Strong organisational skills, attention to detail, and the ability to manage multiple priorities simultaneously.
6. A leadership style that values structure, accountability, and follow-through, with openness to coaching and professional development.
7. Diploma of Business or equivalent practical experience, or a willingness to work toward further professional development.
8. Experience with Jiwa ERP or similar systems (highly regarded but not essential).
9. Experience in a technical service, medical, dental, or equipment-based environment is advantageous, but not mandatory for the right candidate