With substantial investment underway in technology, automation, AI and customer experience, the organisation is entering an exciting period of transformation and growth. This is an opportunity to join a business committed to innovation, continuous improvement and delivering exceptional customer outcomes while helping shape the future of a critical national function. This is a rare opportunity exists for a National Customer Service Manager to take ownership of a high-value, national customer portfolio within a large, complex B2B organisation undergoing significant customer experience transformation.
This role leads a national Premium and Key Accounts customer service function, supporting strategic enterprise customers across multiple industry segments. You will lead a team of approximately 50 people through senior leaders and team leads, while building scalable service models, stronger governance, clearer escalation pathways and a more mature customer experience framework.
This is not a “keep the wheels turning” role. The business is investing heavily in technology, automation, contact centre transformation, knowledge mgt and service improvement. You will be joining at a pivotal time where the function is being reshaped, processes are being defined, and the customer service team is being elevated as a true strategic partner to Sales, Operations and key customers.
Your key responsibilities will include:
Reporting to a senior customer experience leader, you will be responsible for:
- Leading, coaching and developing a national customer service team of approximately 50 employees
- Stabilising and uplifting team performance through significant organisational change
- Creating clear playbooks, SOPs, escalation pathways and service governance frameworks
- Partnering closely with Sales, Operations and Customer Experience teams to deliver exceptional outcomes
- Supporting high-value customer reviews, service recovery initiatives and customer improvement programs
- Using customer insights, reporting and data analytics to identify root causes and drive continuous improvement
- Championing the voice of the customer across the organisation
- Contributing to customer solution design, tender responses and premium service offerings
- Maintaining service excellence across customer satisfaction, service recovery, complaints and operational performance metrics
- Driving customer experience transformation initiatives and supporting technology adoption
You are a commercially astute customer service leader who thrives in environments experiencing growth, transformation and change.
You combine strategic thinking with operational discipline and have a proven ability to build trust with both customers and stakeholders while leading large teams through periods of evolution. Comfortable operating in ambiguity, you enjoy creating structure where it does not yet exist and are energised by building scalable processes, governance frameworks and customer experience models that support long-term growth.
You are equally comfortable leading operational performance, influencing senior stakeholders, presenting to strategic customers and driving transformation initiatives. You understand that exceptional customer experience extends beyond the contact centre and requires collaboration across Sales, Operations, Technology and Customer Experience functions.
Most importantly, you are a calm, credible and resilient leader who can bring people on the journey through significant change while maintaining service standards, engagement and performance.
To be successful, you will bring:
- Senior leadership experience within customer service and customer experience contact centre environments
- Experience leading leaders and managing sizeable customer service functions
- Demonstrated success leading teams through transformation, technology change or organisational redesign
- Strong stakeholder management skills and the ability to influence at all levels
- Experience developing processes, governance frameworks and scalable operating models
- Strong analytical capability with a data-driven approach to decision making
- Excellent communication, presentation and relationship-building skills
- The confidence and credibility to engage with high-value customers and senior stakeholders
- A continuous improvement mindset and passion for delivering outstanding customer experiences
This is far more than a traditional customer service leadership role.
You will join a business that is making significant investment in customer experience, technology, automation and operational excellence, creating a rare opportunity to shape the future direction of a nationally important function.
With strong executive sponsorship and a clear transformation agenda already underway, you will have the mandate, resources and support to make meaningful change rather than simply maintain the status quo.
What's In It For You?
- Lead a flagship national customer portfolio supporting some of the organisation's largest and most strategically important customers.
- Drive genuine transformation across customer experience, service delivery, technology, automation and operating models.
- Build something lasting by establishing scalable processes, governance frameworks, playbooks and best-practice service standards.
- Influence beyond your function through close partnership with Sales, Operations, Customer Experience and senior business leaders.
- Work on high-profile strategic initiatives that will shape the customer journey and service proposition for years to come.
- Enjoy significant executive visibility with direct exposure to senior leadership and the opportunity to influence business-wide outcomes.
- Lead through growth and innovation, not business-as-usual, in a role where no two days will look the same.
- Develop your career profile through involvement in large-scale transformation, AI, automation and customer experience programs.
- Join a collaborative and forward-thinking leadership team that values initiative, innovation and continuous improvement.
- Make a measurable impact on customer satisfaction, service performance, employee engagement and commercial outcomes.
For an ambitious customer service leader, this role offers a unique combination of scale, complexity, transformation and influence.
You'll inherit a substantial national team, lead through a significant period of change, help define the future customer experience strategy and play a critical role in elevating customer service from a support function to a true strategic business partner.
If you're motivated by building capability, improving performance, leading change and creating exceptional customer outcomes, this is an opportunity to make your mark in an exciting ‘Enterprise Customer Experience’ transformation program.
For a confidential discussion please contact Louisa Hinchen on 0459 991 061 or simply apply now by following the link
Hinchen Recruitment Group is a team of experienced industry recruiters who offer a highly informative and honest process. Our goal is to provide a valued service that is respectful, transparent and professional for all parties involved. Confidentiality is assured with all applications, with your privacy our utmost priority.
Acknowledgement of Country: Hinchen Recruitment Group pay our respects to the Traditional Owners of country throughout Australia. We pay our respects to Elders past and present and acknowledge the valuable contribution Aboriginal and Torres Strait Islander people make to Australian society.
