Customer Service Manager

2 weeks ago

Brisbane, Australia The Pool Tile Company Full time

**ABOUT US**

The Pool Tile Company is Australia’s leading supplier of pool and outdoor tiles, proudly **100% Australian owned** and employing nearly 100 dedicated staff across Australia. As a specialist supplier to Australia’s best pool builders, landscapers, and architects we pride ourselves on providing **quality products and amazing service.** From humble beginnings, we’ve grown to offer the broadest selection of mosaic and stone tiles specially sourced for pools and landscapes. Our passion and drive has led to extraordinary growth over the past few years, with further expansion and development of new markets across Australia and beyond in the next 12 months. It’s an exciting time to join the Pool Tile team

We strive to deliver **first class customer experience** in everything we do and partner with our customers to ensure pool owners get the pool of their dreamsfrom our award-winning showrooms to our dedicated production facility, we are a team of industry specialists focused on being the best at what we do We’re not just a tile companywe’re **The Pool Tile Company.**

**ABOUT THE ROLE**

Due to ongoing growth and organisation changes we are now seeking an experienced CUSTOMER SERVICE MANAGER to lead our newly formed centralised Customer Service Team (currently ~15) in our Brisbane Head Office. We are looking for a strong people leader with 5 plus years’ experience in an inbound customer service centre environment.

Core responsibilities:

- Manage the day-to-day operations of the customer service department
- Lead, mentor, motivate, and coach all members of the customer service team
- Manage individual team member performance and implement performance improvement plans where needed
- Conduct regular team meetings to ensure information is well communicated across the customer service team
- Create and lead effective customer service strategies and practices
- Develop customer service procedures, policies, and standards
- Manage all customer related issues, complaints, or disputes in a professional manner
- Develop, lead, and improve customer resolution processes
- Hiring and training new customer service team members
- Leverage technology to improve team efficiency
- Work with and across department leaders to provide customer related support

**ABOUT YOU**
- 5+ years’ sales and team leadership experience
- 5+ years’ experience in a customer service or call centre environment
- Proven negotiating and influencing skills
- High level of accuracy and attention to detail
- Excellent communication skills, both written and verbal
- Well-developed skills across the Microsoft Office suite of products
- Familiarity with SAP enterprise resource planning software (desirable)
- Continuous improvement focused
- Technological innovator
- Customer service orientated
- Team player

**WHAT WE OFFER**

We embrace a collaborative and consultative working environment that encourages staff to take ownership of their work and make a difference, in return we offer:

- Competitive salary package based on experience
- Company bonus scheme
- Team orientated environment
- Convenient Brisbane Airport location with onsite parking
- Values driven business
- Regular staff events and functions

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