Job Type: Permanent position | Full time position
Job Description
About Us AirVoice Telecom, part of the AirVoice Group, is one of Australia's leading telecommunications service providers and an exclusive Vodafone mobile dealer.
Operating across 40+ retail locations, including 8 Vodafone-branded stores, we are dedicated to connecting communities with next-generation mobile and broadband technology while delivering exceptional customer experiences.
As part of our growth, we're seeking an accomplished Customer Service Manager to lead our customer operations, elevate service standards, and drive customer retention and growth across our national retail footprint.
The Customer Service Manager is a senior leadership position responsible for overseeing customer engagement, operational delivery, and service quality across multiple retail and digital channels.
This role is both strategic and hands-on, requiring a customer-centric leader who can build high-performing teams, implement process excellence, and drive measurable results in customer satisfaction, efficiency, and revenue performance.
With a salary package of $142,000 + Superannuation, this position reflects the advanced leadership, strategic, and operational accountability required to deliver consistent excellence across a large, multi-location network.
Key Responsibilities
Lead, coach, and inspire store managers and customer service teams across 8 Vodafone retail outlets, ensuring consistent adherence to service excellence, compliance, and brand standards.
Develop and implement customer experience frameworks, performance metrics (KPIs/OKRs), and incentive programs to align with business objectives.
Oversee multi-channel service delivery (in-store, online, and B2B) ensuring seamless and consistent client engagement.
Manage large-scale team recruitment, onboarding, and continuous training programs to maintain a skilled and motivated workforce.
Drive cultural transformation focused on accountability, innovation, and customer success.
Design and execute customer lifecycle strategies that enhance retention, loyalty, and Net Promoter Scores (NPS).
Establish standard operating procedures (SOPs) and quality benchmarks for client onboarding, issue resolution, and post-sales support.
Manage complex escalations and high-value client relationships, ensuring rapid resolution and positive retention outcomes.
Lead initiatives that improve service delivery efficiency, contributing to double-digit growth in retention and satisfaction metrics.
Oversee operational performance across all stores, including resource allocation, budget management, and quality control.
Conduct performance analysis and data-driven decision-making to identify gaps and improvement opportunities.
Collaborate with Vodafone corporate teams, logistics, and third-party partners to ensure end-to-end operational efficiency.
Develop contingency plans and service continuity strategies to maintain customer operations during outages or peak demands.
Champion the design and rollout of automated and data-backed service processes, including CRM and client feedback systems.
Implement digital-first engagement tools and analytics to measure and improve team productivity, SLA compliance, and response times.
Conduct quarterly reviews and report performance insights to senior leadership, driving continuous improvement.
Skills & Competencies Required
Proven leadership managing multi-site or multi-regional customer service teams (20+ staff).
Strong experience in strategic customer success, service delivery, and operational leadership.
Demonstrated ability to develop and implement SOPs, OKRs, and customer experience strategies.
Exceptional communication, escalation management, and stakeholder engagement skills.
Expertise in CRM platforms, client onboarding processes, and data-driven decision-making.
Financial acumen with experience managing departmental budgets and forecasting.
Proficiency in designing and executing service improvement and customer retention programs.
Qualifications & Experience
Bachelor's Degree in Commerce, Business, or Management (or equivalent qualification).
Minimum 3 years of progressive experience in customer success, service operations, or client management — ideally in telecommunications or SaaS/technology sectors.
Proven record of improving retention, customer satisfaction, and revenue performance through leadership and strategic initiatives.
Experience handling enterprise or high-volume customer accounts and leading geographically dispersed teams.
What We Offer
Competitive salary of $142,000 + Superannuation reflecting the seniority and strategic impact of the role.
Opportunity to influence national-level customer service strategy across 8 Vodafone stores.
Hybrid work model with flexibility and autonomy.
Ongoing leadership development and career progression opportunities.
Supportive, inclusive workplace that values innovation and results.
Only eligible and shortlisted candidates will be contacted.
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