Ready to take the reins and steer something meaningful? We're a fast-growing, purpose-driven occupational health provider on a mission to make workplaces safer, healthier, and happier. Now, we're looking for a Customer Service Manager who's just as passionate about people as they are about performance.
As our Customer Service Manager, you'll be the driving force behind our contact centre—leading the team that manages customer bookings and delivers results at pace. You'll balance people leadership, operational excellence, and continuous improvement to ensure every interaction reflects our commitment to quality, care, and efficiency.
We need someone who is dynamic, can work on the fly and has the ability to coach, inspire and empower a team of customer service representatives.
Why Join Us?
• Be part of an expanding national business with huge momentum
• Make a real difference in the lives of working Australians ensuring they get home safely at the end of each day
• Work with a supportive, down-to-earth leadership team who value your voice
• Enjoy flexibility, variety, and plenty of room to grow
Role Purpose:
As the Customer Service Manager you will be accountable for the operational success of the contact centre. You will manage everything inboxes, call queues, service escalations and resourcing ensuring that the contact centre operate smoothly, efficiently, and delivers a great customer experience. Your leadership will empower our customer service team to focus on their core responsibility of end-to-end delivery of bookings and results, ensuring speed, accuracy, and consistency.
Key Responsibilities:
· Lead the customer service team with authenticity, empathy, and the occasional bad joke
· Own the end-to-end delivery of bookings and results, ensuring speed, accuracy, and consistency
· Keep service levels high in a busy, fast-moving environment
· Monitor KPIs, workloads, and resourcing to meet demand—especially during peak periods
· Coach, develop, and support team leaders and frontline staff
· Identify opportunities to improve processes, systems, and customer experience
· Collaborate with internal teams to ensure seamless service delivery
· Be the calm, confident point of leadership when things get busy (or tricky)
· Work alongside our executive leadership team to drive smart, scalable growth
About you:
* Qualifications:
Tertiary qualifications in allied health, nursing, business, or a related field
* Experience/ Skills / Attributes
* Proven experience in successfully leading contact centre, preferably in the occupational health sector.
* Extensive experience in improving customer experiences and operational efficiency within a call centre environment.
* Strong knowledge and understanding of key metrics driving successful contact centres and how to leverage them into great service delivery
* Exceptional leadership, communication, and coaching skills. You know how to inspire teams to deliver great customer experiences
* Understanding of clinical terminology, the occupational health care industry as it relates to pre-employment medicals and health surveillance - you speak fluent 'clinical'
* Ability to implement change and drive strategic initiatives.
* A sense of humour and a healthy obsession with good coffee
If you're ready to roll up your sleeves, laugh a little (or a lot), and lead with purpose—we want to hear from you. Apply Now
Submit your resume and a cover letter detailing your experience and why you would be a great fit for this role. We look forward to welcoming a new member to our team
Please note resumes will be reviewed post 5 January 2026.