Customer Service Manager

4 days ago

Melbourne, Victoria, Australia Boral Full time

**Your Next Opportunity**

We are on the lookout for an individual that is passionate about building high-performing teams and delivering outstanding customer experiences. Join Boral as our next **Customer Service Manager**, where you'll play a pivotal role in elevating our contact centre performance across our Concrete business.

In this role, reporting to the General Manager VIC Concrete, you'll be responsible for leading a team of ~35 people - a multi-function contact centre team responsible for customer service, order management, logistics planning, and truck allocation. Your focus will be on ensuring every customer interaction is seamless — from easy ordering and responsive communication to on-time deliveries and operational excellence.

This is more than a leadership role, it's a unique opportunity to **shape the future of customer service at Boral**, driving our Good to Great transformation and embedding best-in-class service practices.

**Your Day will involve**:

- Create a customer-centric culture and lead a highly engaged, high-performing team.
- Lead day-to-day operations across customer service, order management, logistics, and delivery planning.
- Drive performance through structured daily operating rhythms and clear service metrics, including Grade of Service, Delivery on Time, and volume targets.
- Ensure responsive, solution-focused support for customers.
- Collaborate across plant operations, sales and logistics teams to align to optimise service performance.
- Own key customer KPIs, lead root cause investigations, resolve customer pain points and deliver CX performance improvements.
- Champion continuous improvement, team engagement, and accountability.

**What we are looking for?**
- Proven Customer Experience leadership experience in contact centres, supply chain, logistics, manufacturing, or similar fast-paced environments.
- Strong operational discipline and the ability to bring structure and clarity to complex service functions.
- A passion for leading through change, uplifting culture, and empowering your people.
- Sound commercial and supply chain acumen with a focus on delivering measurable CX KPI outcomes.
- Exceptional stakeholder management and influencing skills.
- A relentless focus on customer service excellence and team performance.

**What's on offer?**
- The chance to shape and lead a contact centre team with significant scope for impact
- Work alongside a collaborative and high-performing leadership team
- Real opportunity for growth and development in a supportive and inclusive environment
- Be part of a team that values safety, sustainability, and customer success

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