Customer Care Centre Manager

1 week ago

Brisbane, Queensland, Australia Hastings Deering group Full time

Customer Care Centre Manager page is loaded

Customer Care Centre ManagerApply time type Full time posted on Posted 4 Days Ago job requisition id JR116471

Company :

Hastings Deering (Australia) Ltd

About the Role

Hastings Deering is seeking a Customer Care Centre Manager to lead our Brisbane-based Customer Care Centre. This role is central to improving customer contact across all channels – phone, email, website, portal and web chat – within our Parts and Service business.

You will be responsible for driving service excellence, sales lead capture, and growth opportunities, while also setting governance standards for customer channel processes across our regional business centres.

Key Responsibilities

  • Lead the growth and scalability of CCC services, ensuring agility and responsiveness to evolving customer needs.
  • Champion future-focused communication strategies across all platforms – phone, chat, text, email, and video.
  • Drive a customer-first culture by ensuring:
    • CRM is fully leveraged to enhance customer experience.
    • Marketing campaigns are embraced and executed with precision.
    • Cross-sell and up-sell opportunities are identified.
    • Customer lifecycle management is embedded in every interaction.
  • Advance digital adoption, including tools for quality management, workforce optimisation, analytics, virtual agents, and IVR.
  • Oversee telephony systems and vendor relationships, ensuring call routing, skills-based allocation, and IVR strategies are optimised.
  • Develop and maintain quality frameworks, call monitoring, and issue resolution protocols to support our "10 out of 10" service goals.
  • Lead and coach the supervisory team, collaborating with senior leaders to set and deliver CCC objectives tied to profitability, efficiency, and customer outcomes.
  • Foster a strong leadership culture driven by data, continuous improvement, and change management.
  • Build a sustainable and people-focused unit through succession planning, training, development, and strong team governance.
  • Be a visible leader, upholding Hastings Deering's values and providing direction through periods of ambiguity.

About You

To be successful in this role, you will bring:

  • Tertiary qualifications in Business, Commerce, Marketing, or a related discipline.
  • Minimum 5 years' experience in a similar role within a large, diversified company.
  • Strong understanding of parts, equipment or related industry experience
  • Proven experience leading customer service or contact centre environments, including start-up, hiring and training.
  • Strong experience in building and maintaining effective customer relationships.
  • Significant commercial and financial management acumen.
  • Experience in heavy industry or dealership environments in a customer-facing role (highly advantageous).

Why Hastings Deering?

At Hastings Deering, our people are at the heart of everything we do. When you join us, you'll access:

  • Employee discounts, rewards, and incentive programs.
  • Income protection insurance.
  • Flexible working arrangements supporting work-life balance.
  • Health and wellbeing programs, including EAP, free health checks, and discounted private health insurance.
  • Training, mentorship, and career development opportunities tailored to your role.
  • A supportive, inclusive, and diverse team across Australia and beyond.

How to Apply

Click 'Apply Now' to submit your application.

Enquiries: 1300 071 618
Contact Person: Talent Acquisition Partner – Celeste Middleton

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