Customer Service Manager

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Customer Service Manager

Permanent, Full-Time | Marsden Street, Parramatta | Hybrid Work Model

Be the strategic connector who brings people, insights, and purpose together.

At Uniting, we're creating a more inclusive, compassionate society — and our Customer Directorate plays a vital role in making that vision real. We're now seeking a Customer Service Manager who combines exceptional stakeholder engagement with sharp strategic and analytical capability to support our Customer Service Delivery (CSD) team.

This is a dynamic and collaborative environment where ideas are shared, people are supported, and everyone works together to deliver a positive experience for our customers.

About the Role

As Customer Service Manager, you'll be a trusted conduit between leadership, the CSD team, and the wider organisation — ensuring our plans, data, and operations work in harmony. You'll oversee planning, budgeting, and performance reporting while driving continuous improvement and delivering insights that inform decision-making.

You'll:

• Contribute to the directorate's strategic business plan and ensure delivery aligns with Uniting's goals.
• Partner with leaders to translate business strategies into practical actions that enhance customer and client experiences.
• Track, forecast, and analyse operational performance and identify opportunities for automation and process improvement.
• Support sales and customer service functions through data insights and efficient front-funnel processes.
• Take ownership of SharePoint, reporting dashboards, analytics, and the maintenance of systems and modules.
• Monitor customer feedback and complaints, identifying trends and improvement opportunities.
• Measure and report on customer satisfaction and service performance using human-centred design approaches.
• Support the Head of Customer Service Delivery in building a strong, connected, and high-performing team that serves as the single point of entry to Uniting.
• Advocate for consistent messaging and service practices aligned with Uniting's brand and customer promise.
• Lead continuous improvement initiatives that enhance the customer journey across the organisation.

About You

You're a natural collaborator who enjoys bringing structure, clarity, and data-driven insight to complex environments. You thrive on connecting people and information to make things happen — calmly and positively.

You'll bring:

• Bachelor qualification in a relevant business field, or equivalent experience.
• Demonstrated experience in customer experience, service delivery, or stakeholder engagement.
• Strong skills in data analytics, reporting, and business planning.
• Confidence in digital systems, automation, and process improvement.
• Excellent communication and relationship management skills — you build trust quickly and influence effectively.
• A calm, organised, and solutions-focused approach, even in fast-paced situations.
• A genuine passion for social impact and improving the experience of those we serve.

Even better if you have:

• Postgraduate qualifications in a management field.
• Knowledge of human-centred design or customer insight methodologies.

Why Uniting?

At Uniting, you'll find a team that genuinely cares — about each other, our communities, and the difference we make. We offer:

Join a team where data meets heart, and where your strategic thinking can help shape a better experience for every customer.

Apply now to take your next step with purpose. Enquiries are welcome, please email Louise Massie at

Uniting contributes to the work and mission of the Uniting Church in NSW and the ACT through social justice advocacy, community services, and spiritual care.

Our purpose is to inspire people, enliven communities, and confront injustice.

We provide support for people through all ages and stages of life, with a focus on those experiencing disadvantage and vulnerability.

We acknowledge the Sovereignty of First Nations people over the lands of Australia and are committed to meaningful change so that First Nations people are strong, thriving, and self-determining.

Uniting is a Child Safe Organisation, committed to the safety, well-being, and inclusion of children and young people. We are proud of the diversity of our people and always welcome everyone, exactly as they are.

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