Overview
Customer Service Manager Jobs in Epping, Victoria, Australia at people2people
Title: Customer Service Manager
Company: people2people
Location: Epping, Victoria, Australia
people2people are partnering with a well established national transport business to recruit a National Customer Service Manager. A critical leadership role sitting at the intersection of Customer Service and Transport Operations.
The Opportunity
You’ll take ownership of a Melbourne based CS team, with a clear mandate to standardise, uplift and eventually decentralise the function nationally.
This is a hands on leadership role where you’ll:
- Act as the escalation point for service issues and network disruptions
- Align customer service activity with linehaul, metro and warehouse operations
- Drive DIFOT performance, service reliability and communication standards
- Build structure, governance and process in a fast moving, evolving environment
What You’ll Be Doing
- Lead, coach and develop a high volume Customer Service team across a national footprint
- Manage daily bookings, delivery enquiries and escalations across a time sensitive freight network
- Drive performance, KPIs and service levels across response times and customer outcomes
- Partner closely with Operations to ensure service commitments align with network capacity
- Identify trends, remove inefficiencies and implement process improvements at scale
- Use data, reporting and systems to drive insight-led decision making
- Build consistency across states in a high volume, multi-site environment
What We’re Looking For
Non-negotiables:
- Exposure to high-volume, fast-paced environments
- Strong process discipline and governance mindset
- Experience leading a team against KPIs, SLAs and performance metrics
- Comfortable managing escalations and difficult service scenarios
We’ll also consider:
- A Team Leader ready to step up into their first national-style role
- Candidates from adjacent high-volume industries (FMCG, telco, finance operations) with transferable skills
What Sets You Apart
- You know what good looks like and you’re not afraid to uplift standards
- You’re process driven, structured and thrive in organised environments
- You’re confident challenging the status quo and bringing new ideas
- You’re tech-savvy and know CRM/ticketing systems
- You combine strong communication with a practical, solutions first mindset
- You bring energy, ownership and resilience in a high-activity environment
Why Join
- Genuine scope to shape and scale a national function
- Strong leadership and direct exposure to senior stakeholders
- Fast paced, operationally rich environment where you can make a tangible impact
- Clear pathway for growth as the business expands nationally
If this role sounds like you, then wed love to hear from you!
For a confidential conversation, call Sergei on 0447 612 518 or email [email protected]
