Customer Service Manager

1 day ago

Port Melbourne Victoria, Australia Hills Health Full time $90,000 - $120,000 per year

Are you a strategic and customer-focused leader ready to take ownership of service excellence across a dynamic technology business?

You thrive in fast-paced environments, balancing operational accuracy with a passion for delivering outstanding customer experiences. Your leadership inspires teams to meet service level agreements, resolve incidents efficiently, and continuously improve processes. You're not just managing a team—you're shaping the way we deliver service across healthcare, technical services, and digital platforms.

As the Customer Service Manager, you'll lead the Service Desk function, ensuring SLA achievement, quality service delivery, and effective communication with internal and external stakeholders. You'll oversee incident management, asset tracking, invoicing, and compliance reporting, while driving a customer-first culture and mentoring your team in service excellence.

This is a fantastic opportunity for a proactive and detail-oriented professional who thrives on operational leadership, stakeholder engagement, and continuous improvement.

Key Responsibilities

· Lead and manage the Service Desk team to deliver high-quality customer support

· Oversee Major Incident management including escalation, communication, and resolution tracking

· Review and approve project-to-service handover documentation

· Maintain CMDB and asset registers for accurate service tracking

· Monitor and process service-related invoices and payments

· Ensure team maintains current knowledge of assigned brands, products, and services

· Escalate unresolved infrastructure or application issues to IT Operations or Field Technicians

· Provide SLA/MSA compliance evidence during audits

· Report operational risks and incident trends to Finance and the COO

· Champion continuous improvement initiatives across service desk operations

Key Competencies

· Incident Management:
Lead SLA achievement and Major Incident resolution

·
Customer Service Leadership:
Drive service excellence and team performance

·
Asset & Config Management:
Maintain CMDB and asset registers

·
Knowledge Management:
Ensure product and service knowledge is current and documented

·
Administration:
Oversee invoicing, payments, and service desk reporting

·
Problem Management:
Identify and escalate recurring issues

·
Relationship Management:
Collaborate with Finance, IT Ops, Field Technicians, and Executives

·
People Management:
Mentor and develop Service Desk Analysts

Qualifications and Certifications

· Degree or Diploma in IT, Business Administration, or equivalent experience

· ITIL Intermediate or Service Operations certification (preferred)

· Proven experience in service desk leadership and customer service management

Please note: All employees are required to have a clear and current police check.

  • Customer Service

    5 days ago

    Port Melbourne, Victoria, Australia iSPECT Building Inspections Full time $60,000 - $70,000 per year

    iSPECT Building Inspections is a national inspection franchise operation seeking a Customer Service & Administration person.The full time role is based at our Port Melbourne head office and combines customer service and administrative duties with sales.The gross salary for the role is $64,960 per year.Customer Service Tasks:Respond to incoming Phone Calls,...

  • Customer Service Administrator

    2 weeks ago

    Port Melbourne, Victoria, Australia SKIDATA Full time $60,000 - $80,000 per year

    Customer Service Administrator – National Operations Centre (NOC)Are you ready to deliver exceptional customer experiences and play a key role in operational excellence?At SKIDATA, we're leaders in cutting-edge access solutions, and we're looking for a proactive and detail-orientedCustomer Service Administratorto join our National Operations Centre team in...

  • Customer Service Officer

    1 week ago

    Port Melbourne, Victoria, Australia STIEBEL ELTRON Australia Full time $60,000 - $80,000 per year

    Take your next step with a global brandJoin a relaxed and friendly teamHome appliances/hot water industryConvenient Port Melbourne location with free parkingAre you passionate about solving customer problems and experienced in a trade focussed business?This opportunity could be the one you've been waiting forAt Stiebel Eltron, we are dedicated to enhancing...

  • Customer Optimisation Manager

    1 week ago

    Port Melbourne, Victoria, Australia DP World Full time $104,000 - $156,000 per year

    Job PurposeWe are seeking an experienced and motivated Customer Optimisation Manager to join our team in Port Melbourne. This permanent, full-time role plays a key part in enhancing the customer experience and driving operational excellence across our supply chain solutions.You will act as a trusted partner to clients, understanding their business needs and...

  • Customer Service Manager

    2 days ago

    Port Melbourne, Australia South Pacific Health Clubs Full time

    **About the role** With a professional approach to customer care, a good understanding of Excel and other MS Office systems, great numerical and literacy skills, high attention to detail, ability to meet deadlines and a healthy outlook, this role would suit someone building on their customer service career. **Skills and Experience** **We're looking for...

  • Customer Success Manager

    1 week ago

    Port Melbourne, Victoria, Australia Restoke Full time $104,000 - $130,878 per year

    Location: Hybrid, MelbourneType: Full-timeAbout RestokeRestoke is restaurant intelligence, the operating brain for back-of-house. Our AI helps venues control costs, automate ordering, track live inventory, manage recipes, run tasks, and pay suppliers, all with clear, data-driven decisions. We are a global company with offices in Australia and the USA,...

  • Customer Service Representative

    5 days ago

    Port Melbourne, Australia Bright Food Asia Pacific Pty Ltd Full time

    **Introduction**: About the Company The Calendar Cheese Company is Australia’s leading importer and distributor of International and Australian specialty cheese. We are proud to offer the largest range of speciality cheeses and dry goods in the Australian market. Calendar Cheese Company specialises in bringing artisan, delicate, shelf-life sensitive...

  • Customer Service Consultant

    1 week ago

    Port Melbourne, Australia Rentokil Initial Full time

    We have an exciting opportunity available for Customer Service Consultant's to join our team in Port Melbourne on Permanent Part Time basis. We will provide full training so if you are looking to start your career in the customer service space then look no further We do require the successful candidate to be based in Melbourne, Victoria as this role will be...

  • Customer Service Agent

    1 week ago

    Port Melbourne, Australia NEXTDC Full time

    **Company Description** At NEXTDC we are building the heart of Australia’s high-tech future. We design, build and operate world class, next generation data centres, using cutting edge, environmentally efficient infrastructure to service the broad requirements of local and international companies. NEXTDC is an exciting ASX 100-listed technology company,...

  • Customer Service Analyst

    1 week ago

    Port Melbourne, Australia Stowe Australia Full time

    **About us.** **Stowe Australia** is one of Australia’s largest and most diversified electrical and communications companies. Established in 1910 Stowe is in its third generation of family ownership. Stowe recognises that our main asset is our people and therefore invests heavily in the development and retention of employees and is considered by the...