Reporting directly to the CEO, this newly created leadership role offers the opportunity to lead a team of six customer service and service delivery professionals while driving systems optimisation, process improvement and business transformation within a growing telecommunications and technology provider supporting clients across healthcare, warehousing and engineering sectors.
About the Role
You’ll lead day-to-day customer service and service delivery operations while playing a key role in business improvement initiatives. This is a hands‑on position where you’ll coach the team, manage escalations, improve processes and drive successful adoption of new systems and automation.
Key Focus Areas
- Lead and develop a team of 6 customer service/service delivery staff
- Oversee customer service operations, ticket management and service performance
- Finalise the transition from NetSuite to Autotask
- Drive systems optimisation, automation and AI initiatives
- Implement KPIs, reporting and accountability frameworks
- Improve workflows, processes and team capability
- Support operational projects and business growth initiatives
About You
- Experience leading customer service, service delivery or operations teams
- Strong background in systems optimisation and process improvement
- Experience managing change and driving performance improvements
- Hands‑on leadership style with a proactive approach
- Telecommunications experience highly regarded
- Exposure to Autotask, NetSuite, MSP, telecommunications or ICT environments highly regarded
What’s on Offer?
- $110-135k + Super
- Direct access to and mentorship from the CEO
- Opportunity to shape systems, processes and team performance
- Growing telecommunications and technology business
- Onsite parking and some WFH flexibility
This role is ideal for a hands‑on leader who enjoys developing people, improving systems and delivering measurable business outcomes.
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Customer Service Manager in Melbourne employer: People2people - Melbourne
Join a dynamic professional services firm that values innovation and collaboration, offering you the chance to lead technology operations and drive impactful business improvements. With a strong focus on employee growth, you'll enjoy a culture that encourages autonomy and strategic influence, while working closely with senior stakeholders and external partners in a supportive environment. This role not only provides opportunities for meaningful contributions but also positions you at the forefront of critical technology initiatives that align with the company's future growth plans.
