PRIMARY PURPOSE OF THE ROLE
To lead, support, and develop the Customer Service team while ensuring consistent, high-quality service delivery across orders, enquiries, and issue resolution. The role is accountable for day-to-day operational oversight, escalation management, ticket flow, and team performance in line with agreed KPIs, SLAs, and business objectives.
KEY RESPONSIBILITIES
Team Leadership & Daily Operations
* Lead and support the Customer Service team in day-to-day operational activities.
* Conduct daily team huddles to review workload, priorities, risks, and service commitments.
* Allocate and manage work across the team to ensure balanced workloads and SLA adherence.
* Act as the first point of escalation for complex customer issues and internal queries.
* Provide coaching, guidance, and on-the-job support to team members.
Escalations & Ticket Management
* Own and manage escalated customer enquiries, complaints, and service issues through to resolution.
* Oversee the customer service inbox and ticketing system to ensure tickets are prioritised, progressed, and closed within agreed SLAs.
* Monitor ticket queues and ageing, identifying risks and reallocating work where required.
* Ensure clear documentation, communication, and handover of escalated cases.
Order, Transaction & Process Oversight
* Provide oversight of all order types, credits, debits, RGAs, FOC orders, and demo coordination.
* Support resolution of delivery blocks, billing blocks, and complex order or invoice issues.
* Ensure adherence to internal controls, approvals, and quality standards.
* Act as a point of contact for cross‐functional stakeholders (logistics, finance, sales, operations).
Complaint & Issue Management
* Review and manage customer complaints, ensuring timely investigation, escalation, and closure.
* Support root cause analysis and corrective actions for recurring issues.
* Ensure complaint handling aligns with internal procedures and quality requirements.
Performance, KPIs & SLAs
* Monitor individual and team performance against agreed KPIs and SLAs.
* Identify performance gaps and implement corrective actions where required.
* Support the Customer Service Manager with performance reporting and insights.
* Drive accountability for service quality, accuracy, and timeliness.
Project Work & Continuous Improvement
* Lead or participate in customer service–related projects and improvement initiatives.
* Identify process inefficiencies and drive continuous improvement across systems and workflows.
* Support implementation of new processes, tools, and system enhancements.
* Contribute to documentation, training, and change management activities.
OH&S, Compliance & Governance
* Support OH&S requirements and act as an escalation point for team‐related safety concerns.
* Ensure team compliance with policies, procedures, and regulatory obligations.
* Promote a culture of accountability, safety, and continuous improvement.
Additional Responsibilities
* Undertake additional duties as reasonably required by the Customer Service Manager in support of operational and business objectives.
COMPETENCIES (ATTITUDE, SKILLS, TYPICAL QUALIFICATIONS & EXPERIENCE)
* Proven experience in a customer service leadership or senior customer service role.
* Strong people leadership, coaching, and escalation management skills.
* Ability to manage competing priorities in a fast‐paced operational environment.
* Strong problem‐solving and stakeholder management capability.
* Experience with ERP systems (e.g. SAP) and ticketing/workflow tools preferred.
KPIs & SLAs
* Team adherence to SLAs and response timeframes.
* Quality and timeliness of escalation resolution.
* Accuracy and compliance across orders and transactions.
* Ticket backlog management and ageing reduction.
* Team engagement, capability uplift, and continuous improvement outcomes.
#J-18808-Ljbffr