Profession: Customer Service

Industry: Government, Healthcare, NFP, Retail, Hospitality

Location:  QLD

Salary:  $85,000 - $95,000

Availability:  4 weeks

This candidate is a seasoned and award‑winning customer service professional with more than two decades of experience across local government, health, hospitality, logistics, third‑party waste services, and retail operations. They presented with confidence, warmth, and professionalism during interview, demonstrating strong alignment to roles requiring leadership, customer experience strategy, and operational oversight.

They are deeply passionate about customer-centric service design, values‑based leadership, and empowering teams through clear communication, coaching, and practical support. Their leadership style is collaborative and inclusive—they emphasise explaining the “why” behind processes to build understanding, capability, and buy-in across diverse frontline teams.

Leadership & Team Development:
They have extensive experience managing customer service teams, overseeing rosters, performance, onboarding, coaching, and capability uplift. They foster high-performance team cultures through consistent communication, one-on-one development sessions, and group huddles. They are skilled at identifying individual strengths, addressing performance challenges constructively, and building positive, engaged team environments.

Customer Service Delivery:
Their background spans community-facing customer operations, including local government, hospitality, waste services, logistics, and aged care engagement. They have managed escalations, improved service quality across channels, and implemented customer-handling protocols, aggressive customer guidelines, and telephone etiquette frameworks. They have been nationally recognised for innovation in knowledge management and service design.

Process Improvement & Systems Implementation:
With a continuous improvement mindset, they have led numerous procedural upgrades, digital transformations, and system implementations across CRM, intranet, knowledge platforms, and finance systems. They are experienced with a wide range of tools including Microsoft 365, Tech1, Zendesk, Resman, Ostendo, Xero, QuickBooks, Shopify, LivePro, and others, and learn new applications quickly. They have authored SOPs, training guides, and knowledge documentation across multiple platforms.

Commercial Acumen:
They bridge customer operations with finance, sales, and field teams, having previously managed accounts receivable for multi‑site national environments and significantly improved debt reduction outcomes. With entrepreneurial experience running their own business for seven years, they bring a strong understanding of financial management, customer relationships, and operational efficiency.

Communication & Stakeholder Engagement:
A calm, composed communicator, they engage confidently across internal teams, external partners, and community stakeholders. They have experience drafting public messaging, scripts, internal updates, and knowledge content, and representing organisations at community events, meetings, and workshops.

Awards & Recognition:
They have received multiple awards for customer service excellence, knowledge innovation, leadership, and operational uplift at both local and national levels.

Cultural & Organisational Alignment:
They thrive in values-driven organisations that blend customer service, operational oversight, and people leadership. Described as pragmatic, positive, resilient, and highly reliable, they excel in site-based roles and environments where hands-on teamwork, relationship building, and continuous improvement are essential. They have a proven ability to transform culture, uplift team morale, and create engaged, high-performing service-focused teams.

Overall, this is a highly capable, people‑centred leader with a proven track record of operational excellence, service innovation, and team empowerment—someone who brings stability, collaboration, and strong customer outcomes to any organisation.