Customer Service Manager

6 days ago

Sydney, New South Wales, Australia FlexCollect Full time $104,000 - $130,878 per year

Customer Service Manager

Sydney, Australia (Hybrid)

Full-time

About FlexCollect

FlexCollect is a leading provider of intelligent debt recovery solutions, combining advanced AI technology with deep industry expertise. We support businesses across Australia in managing their receivables more efficiently, while ensuring fairness and compliance in every interaction. With strong growth and an expanding client base, we are seeking a 
Customer Service Manager

to drive excellence in service delivery and client engagement.

The Role

The Customer Service Manager will lead our customer support function, ensuring the highest standards of service to both 
creditor clients

and 
debtor customers

. This role requires a balance of empathy, professionalism, and commercial acumen. Beyond managing the day-to-day operations of the service team, you will be responsible for 
identifying upselling opportunities

, strengthening long-term client relationships, and ensuring our service delivery reflects best practice in compliance and customer care.

Key Responsibilities


•    Lead, mentor, and develop the customer service team to meet KPIs across response times, resolution rates, satisfaction scores, and compliance standards


•    Manage and maintain professional relationships with both 
creditors (clients)

and 
debtors (end customers)

, ensuring interactions are respectful, effective, and aligned with regulatory obligations


•    Act as an escalation point for complex matters, including sensitive debtor cases and key client issues


•    Identify and implement upselling opportunities within the existing client portfolio, in partnership with the sales and account management teams


•    Develop and maintain clear processes for debtor engagement, payment resolution, and creditor reporting


•    Provide insights and feedback to product and operations teams to enhance client outcomes and system performance


•    Ensure compliance with all relevant legislation, codes of practice, and internal risk management frameworks

About You


•    5+ years' experience in customer service or client management, including 2+ years in a leadership capacity


•    Demonstrated ability to manage relationships with both corporate clients and individual customers in a sensitive environment (financial services, collections, or credit management background preferred)


•    Proven track record of identifying upselling or cross-selling opportunities within a service context


•    Strong people leadership skills, with experience coaching and developing high-performing teams


•    Process-driven, with excellent organisational and analytical skills


•    Exceptional communication skills, with the ability to balance empathy, firmness, and professionalism


•    Familiarity with compliance obligations in collections, credit reporting, or financial services

What We Offer


•    Competitive salary package with performance-based incentives


•    Hybrid working flexibility, with a Sydney-based HQ


•    The opportunity to influence customer engagement strategy in a high-growth financial services business


•    Exposure to senior leadership and clear pathways for career progression


•    A collaborative, professional, and values-driven workplace culture

⸻

How to Apply

Please submit your CV and cover letter via LinkedIn. Applications will be reviewed on a rolling basis.

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