Customer Service Operations Manager

3 days ago

Tweed Shire Council, Australia beBeeLeadership Full time $76,313 - $105,583
About the Role

Feros Care is a not-for-profit organisation that has been helping older Australians and people with disability since 1990.

We actively seek to include, welcome and value the unique contributions of all people. We encourage applications from people living with or with lived experience of disability, Aboriginal and Torres Strait Islander people, and people from cultural and linguistically diverse backgrounds.

This is an exciting opportunity for a seasoned leader to make a lasting impact on our frontline team and ensure high-quality service in our LAC program.

The successful candidate will lead the day-to-day operations of our Customer Service Liaison (CSL) team, ensuring timely, participant-centred support. They will oversee rostering, workforce planning, KPIs, and team coaching to ensure quality and responsiveness across all calls, appointment bookings, and escalations.

Key Responsibilities:

  • Lead and develop a high-performing team of customer service professionals.
  • Develop and implement strategies to improve service delivery and quality.
  • Maintain accurate records and reports, providing regular updates to management.
  • Collaborate with other teams to ensure seamless service delivery.

Requirements:

  • Proven experience leading call centre teams in a fast-paced, customer-focused environment.
  • Strong leadership, coaching, and performance management skills.
  • Confidence with systems, reporting, and service quality monitoring.
  • A positive, adaptable mindset and the ability to manage through change and disruption.

What We Offer:

  • A dynamic and supportive work environment.
  • Ongoing training and professional development opportunities.
  • A competitive salary and benefits package.

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