Customer Service Manager

2 weeks ago

Adelaide, South Australia EGM Partners Full time $100,000 - $120,000 per year

Are you an experienced customer service leader looking to make an impact?

MAC Trade Services is seeking a Customer Service Manager to lead their Adelaide based team and ensure an outstanding experience for their customers nationwide.

About us:

Founded in 2014, MAC Trade Services has grown to become one of South Australia's largest energy services companies. They deliver over 5,000 home and business upgrades each year, from solar and batteries to hot water, air conditioning, lighting and EV charging. Partnering with major energy retailers, they are helping thousands of Australians reduce reliance on fossil fuels and move towards a sustainable future.

About the role:

Reporting to the Head of Operations, you will lead a team of six Customer Service Officers who handle a high volume of inbound enquiries (300–500 calls per day, plus emails and walk-ins). This team supports customers with a wide variety of needs including installation bookings, rebate claims, product enquiries, troubleshooting issues, and assisting contractors to deliver jobs. Customers come from all walks of life, so adaptability, professionalism, and empathy are key to ensuring everyone receives the best possible service.

As Customer Service Manager, you will:

  • Lead, coach, and mentor the Customer Service team to deliver exceptional service outcomes
  • Oversee enquiries ranging from installation bookings and government rebate claims to troubleshooting solar, battery and hot water issues
  • Support trades and contractors to ensure customer jobs run smoothly
  • Resolve escalated customer matters with professionalism and care
  • Drive process improvements and implement strategies to enhance customer satisfaction
  • Monitor team performance, call volumes, and reporting for leadership visibility
  • Foster a culture of openness, collaboration, and accountability

About you:

We are seeking a motivated and empathetic leader who can balance people leadership with operational delivery. You will bring:

  • At least 5 years' customer service leadership experience, ideally in energy, utilities, construction or similar inbound call centre environments
  • Proven ability to coach, motivate and develop staff while managing high call volumes
  • Strong communication skills and the ability to navigate sensitive or complex customer situations
  • A hands-on approach with the ability to lead by example and support your team day to day
  • Commercial awareness and process improvement skills to enhance efficiency and customer experience
  • A genuine interest in sustainability and making a positive impact in the clean energy sector

Why this opportunity?

  • Salary of $120K + Super with bonus potential up to 10% annually
  • Flexible work arrangements and unique perks like a paid Doona Day
  • A supportive, workplace with engaged leadership
  • Be part of an organisation passionate about sustainability
  • Career development pathways and investment in your professional growth

Next Steps:

If you're an experienced customer service leader looking to take on a rewarding role in a growing, purpose driven organisation, we'd love to hear from you. Apply today If you would like more information ahead of applying, please contact Mitchell Clarke

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