Leading Customer Service Manager

2 weeks ago

Melbourne, Victoria, Australia beBeeCustomer Full time $100,000 - $120,000

Unlock your potential as a leading Customer Service Manager.

This exciting opportunity has arisen in our dynamic team, where you will play a key role in delivering outstanding service to our mass market, embedded network and commercial customers.

As a commercially driven and experienced professional, you will lead the customer service team to ensure all customer interactions align with our brand values of sustainability, responsiveness, and integrity.

You will oversee day-to-day operations, coach team members, and work cross-functionally to enhance the customer experience.

Key Responsibilities
  • Lead, mentor and develop a high-performing customer service team including Team Leaders and staff members.
  • Develop and implement customer service strategies that enhance customer satisfaction and retention.
  • Monitor customer service metrics (e.g. response time, first-call resolution, net promoter score) and provide weekly dashboard and monthly reports.
  • Drive a culture of continuous improvement, customer-first thinking, collaboration, knowledge sharing and continuous learning within the team and across departments.
  • Work with HR to establish and maintain development pathways for Customer Service team members.
  • Provide regular feedback on team member performance, focusing on both quality and productivity.
  • Support the recruitment and onboarding of new staff according to the agreed resource plan.
  • Maintain and regularly update all training material and induction documents to reflect regulatory changes, compliance risks and industry best practice.
  • Manager phone system setup, ensuring configuration supports effective communication, call flow management and service quality.
  • Use CRM and customer data to generate insights and improve service.
  • Identify and implement opportunities for automation, self-service and process streamlining that enhance compliance and reduce manual handling risks.
  • Prepare and deliver monthly reporting to management, incorporating insights on performance, resourcing, trends in customer issues and compliance breaches or risks.
Requirements
  • At least 5 years of experience in a customer service role with exposure to escalations preferably in the energy and utilities sector experience.
  • Experience in a B2C service-based industry essential.
  • Supervision of staff including performance management, recruitment and training of team members.
  • Strong written and verbal communication.
  • Understanding of energy sector compliance and customer obligations.
  • Familiarity with systems including Sling, CRMs and phone systems.
  • Positive, enthusiastic attitude.
  • Proactive and accountable.
  • Organised with strong time management.
  • Ability to motivate, lead and develop a high-performing team.
What We Offer
  • Opportunity to support renewable energy and contribute to a greener and cleaner future.
  • Diverse and inclusive work environment.
  • Comprehensive training and mentorship from experienced professionals.
  • New office location with stunning panoramic views.

We are an equal employment opportunity employer and welcome applications from diverse candidates.

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