Customer Service Operations Manager

2 weeks ago

Sydney, New South Wales, Australia THE ICONIC Full time

Customer Services Operations Manager
Since 2011, THE ICONIC has redefined the future of retail in Australia and New Zealand.

As the #1 fashion e-commerce destination in the region, our e-commerce platforms (Retail, Marketplace and Services) provide an inspiring and seamless end-to-end customer experience.

We DREAM BIG through collaboration and innovation, and are supported to bring incredible ideas to life.

We believe in making a positive difference by bringing on the future of shopping to our customers through the power of fashion, sports, home and beauty.

We are a diverse and dynamic community of over 1,000 people working towards a common goal.

This diversity is at the heart of everything we do and gives real meaning to our purpose "To bring on the future of shopping".

This diversity is at the heart of everything we do and gives real meaning in creating a positive impact in the world, from our ethical sourcing and sustainability strategies to our community engagement and diversity.


Customer Service at THE ICONIC
Our team is a group of dedicated professionals who have been recognized for their innovative approach to customer service and their commitment to delivering excellence in customer satisfaction and more recently been nominated as finalists for the BEST Online Customer Service Award of 2023

This team works across 3 locations - Sydney HQ, our Fulfilment Centre, and Philippines. Our goal is to provide each and every one of our customers with an effortless experience.

We hold ourselves to high standards in our service levels, while always having fun It's one of the primary departments within THE ICONIC that has touchpoints with almost every aspect of the business.


A bit about the role
The Customer Services Operations Manager is a critical role in ensuring a positive customer experience for THE ICONIC's customers.

The role is responsible for overseeing the performance of three customer services teams, is tasked with driving team performance and engagement, collaborating with various departments to drive change and ensure a seamless customer experience.


About the Role

  • Customer Experience: Ensure that customer service operations are delivering a positive and seamless customer experience, and that customer inquiries and issues are handled promptly and efficiently
  • Operations: Oversee the daily operations of the customer service team, ensuring efficient and effective support for customers
  • Budget Management: Develop and manage the customer service operations budget, ensuring costeffectiveness and allocation of resources to meet business goals
  • Cost Control: Oversee daytoday operations, monitor and implement costsaving measures to minimize expenditures while maximizing customer satisfaction
  • Reporting: Prepare and present regular reports to senior management on customer service operations, including metrics, trends, and performance analysis.
  • Leadership: This includes hiring for the team and monitoring the performance of the teams, using metrics and data analysis to identify areas for improvement and ensure high levels of productivity and customer satisfaction.
  • Productivity Improvement: Identify opportunities for improvement and implement processes and systems to optimize customer service operations and maximize efficiency
  • Collaboration: Work closely with crossfunctional teams, including operations, IT, and marketing, to ensure seamless integration and delivery of customer service operations.
  • Compliance: Ensure compliance with company policies and procedures, as well as legal and regulatory requirements

Key Skills

  • 58 years of proven experience as a customer service operations manager, or in a similar customerfocused role
  • Strong leadership and management skills, with the ability to motivate and mentor a team of customer service professionals
  • Passion for customer experience and building an engaged, highperforming team
  • Excellent problemsolving and analytical skills, with the ability to identify trends and implement effective solutions
  • Strong understanding of CSAT and NPS in the customer service team
  • Experience in managing customer service operations, budget management, cost control, and metrics
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and team members
  • The ability to adapt quickly to changing situations, remain calm under pressure, and effectively manage multiple priorities
  • The ability to think strategically, with a customerfocused approach, and drive change to improve customer experience and achieve business goals
  • Ecommerce and/or retail CS experience is preferred

Life at THE ICONIC


From our ways of working to our growth mindset and sustainable approach, we each add unique value and have an incredible amount of fun doing it People are our greatest asset and our ICONITE experience is designed to empower you to do your best work.

Here's what to expect when you jo

  • Graphic Service Operator

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -Department of Customer Service Full time

    Graphic Designer, temporary up to 12 months with possible extension.An exciting opportunity has arisen for a Graphic Designer to join our warm, fun, and friendly Design & Communications team within Spatial Services, a division of the Department of Customer Service (DCS).To this end the Design & Communications team operates across DCS to ensure effective...

  • Customer Concierge Operator/digital Service

    2 weeks ago

    Sydney, New South Wales, Australia Service NSW Full time

    Customer Concierge OperatorDigital Service RepresentativeParramatta Contact CentreCustomer Concierge Operator - SNSW Clerk Grade - starting annual salary $58,346 (pro rata)Digital Service Representative - SNSW Clerk Grade 2/- starting annual salary $58,346 (pro rata)Superannuation and annual leave loading is in addition to the above salary rangesDigital...

  • Customer Service and Contractor Liaison Officer

    2 weeks ago

    Sydney, New South Wales, Australia Business Development Manager Full time

    Dear Prospective Candidate,We are a nationally recognised company with a strong presence in the letterbox distribution industry, currently seeking a dedicated individual to join our team. This role involves handling customer updates and complaints, as well as communicating with our letterbox walkers about work opportunities.Key Responsibilities: Manage...

  • Manager Customer Engagement

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -Department of Customer Service Full time

    Manager Customer Engagement, Ongoing, SydneyThe Department of Customer Service (DCS) is looking for an enthusiastic and team-orientated individual within the Customer Engagement team in ICT. The successful applicant will be supporting agencies across The Department of Customer Service. The right applicant will be a team player able to hit the ground running,...

  • Customer Service Executive

    2 weeks ago

    Sydney, New South Wales, Australia Specialty - Operations Support Full time

    About Us:Shorty's Liquor is the corporate destination for beverages and gifting in Australia.It is not just what we do; it's how we have passionately done it for almost 20 years. A corporate beverage, hospitality & gifting business that is authentically customer-centric and trusted by many of Australia's largest and most respected businesses.Headquartered in...

  • Manager, Aboriginal Customer Engagement

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -Department of Customer Service Full time

    Manager, Aboriginal Customer Engagement & Policy (Aboriginal)Grade 11/12, OngoingLocation:SydneyAbout this roleDo you want to make a difference in supporting better outcomes for Aboriginal people, customers and communities within NSW. We are looking for an experienced Aboriginal Customer Engagement & Policy Manager to work in the Aboriginal Outcomes Unit...

  • Operations Officer

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -Department of Customer Service Full time

    Operations Officer, Ongoing role. Primary location Parramatta with possible flexibility across other locations such as Gosford and Wollongong. Attendance at various RNSW sites may be required from time to time. Hybrid flexible working arrangements,An exciting opportunity has arisen for an Operations Officer to join the Governance and Risk team within Duties...

  • Operations Support Officer

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -Department of Customer Service Full time

    Operations Support OfficerGrade 3/4, OngoingAbout this roleOperations Support Officer. Multiple ongoing roles. Primary location Parramatta with flexibility across other locations such as Gosford and Wollongong. Hybrid flexible working arrangements.Exciting opportunities have arisen for Operations Support Officers to join the Duties Service team - Duties &...

  • Operations Support Officer

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -Department of Customer Service Full time

    Operations Support Officer, Ongoing, locations are flexible across NSW with hybrid workingAn exciting opportunity has arisen for an Operations Support Officer to join the Property Tax (First Home Buyers Choice) Operations within Revenue NSW.The roles are within our Customer Service, Taxes and Grants division within Revenue NSW. We are seeking to recruit...

  • Assistant Operations Officer

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -Department of Customer Service Full time

    Assistant Operations Officer. Ongoing role. Parramatta location with hybrid working arrangements. As a member of a large team, you will be required to attend our Parramatta office for meetings at least once a week.We currently have an exciting opportunity for a customer-focused Assistant Operations Officer to join the Payroll Tax Operations team in Business...

  • Design Operations Assistant

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -Department of Customer Service Full time

    Design Operations AssistantGrade 7/8, ongoingDo you want to Work on innovative and exciting digital projects that make interacting with government easy Make a difference to the lives of 8 million people in NSW Work in an inclusive and flexible hybridenvironment, with endless opportunities to growYour day to dayResponsibilities will include: Oversee and...

  • Assistant Operations Officer

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -Department of Customer Service Full time

    Assistant Operations Officer - Duties, Ongoing, Gosford, Parramatta or Wollongong locations with hybrid workingAn exciting opportunity has arisen for an Assistant Operations Officer to join our Electronic Duties Returns (EDR) Governance team within the Duties Compliance area at Revenue NSW.As an Assistant Operations Officers you will be responsible for...

  • Advisor Regulatory Operations

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -Department of Customer Service Full time

    Advisor Regulatory OperationsGrade:Clerk Grade 7/8Location:Flexible location across NSW with frequent travel to a DCS office for team landing days.Duration: OngoingSalary:Base salary starting from $101,947 plus 10.5% SuperannuationClosing Date:Monday 13th February 2023 [9:59am] Be part of a dynamic and responsive team to help improve experiences for the...

  • Customer Case Officer

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -Department of Customer Service Full time

    Customer Case Officer - NSW Small Business Commission (Aboriginal Targeted)- Grade: Clerk Grade 5/6- Salary range: $89, ,982 + superannuation and leave loading- Duration: Ongoing position available, with the possibility of a talent pool- Applications Close:Thursday 1st June 2023 [9:59am]- Location: Parramatta, 4PSQAbout the Opportunity Join a highly...

  • Customer Support Officer

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -Department of Customer Service Full time

    Customer Support Officer, Ongoing & Temporary - Full Time & Part Time opportunities availableDCS is a great place to work, and it's not just us saying thatOur values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public...

  • Customer Service Operations

    2 weeks ago

    Sydney, New South Wales, Australia Melbourne Recruitment Services Pty Ltd Full time

    Australian owned business Great, people focused work culture Growing company with multiple opportunities to further develop_Hudson Jones is a national based permanent recruitment agency that specialises in recruiting talent by matching skillsets, experience and culture to maintain sustainable, long-term employment._OUR CLIENT:***Our client is an Australian...

  • Service Designer

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -Department of Customer Service Full time

    Service DesignerTemporary role (up to end of March 2024 with view to extend)About the roleWe are seeking a highly motivated Service Designer to join our team. The Service Designer will be responsible for developing and driving the design of customer-focused, innovative digital user experiences that meet the user needs, organisational outcomes, and NSW...

  • Customer Service Operative

    2 weeks ago

    Sydney, New South Wales, Australia talent focus Full time

    Customer Service Operative Immediate Start Competitive SalaryA well-known Warehousing and Distribution company within Sydney's Southwest are seeking to expand their team with the inclusion of x2 Customer Service Operatives.Overview of Role: Escalate issues and concerns regarding delivery issues. Liaise with Logistics Service Provider (LSPs) for status...

  • Customer Service Officer

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -Customer Strategy & Technology Full time

    You're willing to try complex and diverse work.You'll have the opportunity to use your expertise in communication, problem-solving, empathy and conflict resolution to help thousands of people every day.In this role, you'll:This role will see you resolve escalated requests and disputes related to Tolling ticketing or concession schemes.You will: Manage...

  • Manager Partnerships

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -Department of Customer Service Full time

    Manager Partnerships -Ongoing roleFlexible location - role can be based in Sydney / Bathurst / Gosford / Tweed HeadsHybrid working options available and all flexible working arrangements considered including part-time, part-year and job-shareAn exciting ongoing opportunity has arisen for a Manager Partnerships to join the NSW Telco Authority, a rapidly...