- Five Dock, Sydney
- Full-Time, Onsite
- up to $120k + Super
This is a high-impact leadership role, responsible for overseeing a client services function and improving the end-to-end customer journey - from initial enquiry through to long-term retention.
You will join the business at a pivotal time with the opportunity to shape processes, uplift performance, and drive meaningful outcomes for a loyal client base.
Reporting into senior leadership, you will lead a Customer Services team of 14, including 3 Team Leaders and 11 Consultants.
You will take ownership of both the day-to-day operations and the ongoing improvement of the client experience.
Key Responsibilities
- Lead daily operations across inbound and outbound enquiries
- Manage and develop 3 Team Leaders, supporting a broader team of 11
- Drive performance across conversion, onboarding, and retention
- Implement and monitor KPIs to improve accountability and outcomes
- Coach, mentor, and uplift team capability in a hands-on environment
- Analyse performance data and deliver insights to leadership
- Identify and implement process improvements across the client journey
- Support CRM optimisation and future automation initiatives
- Manage escalations with empathy and professionalism
You are an experienced contact centre or client services leader who thrives in a hands-on, fast-paced environment.
You will bring:
- Proven experience leading multi-layered teams (Team Leaders + frontline staff)
- Strong capability in coaching, performance management, and team engagement
- A data-driven mindset, with experience in reporting and operational insights
- Experience working with CRM systems and improving processes
- The ability to balance operational delivery with continuous improvement
- High emotional intelligence and a genuine commitment to client care
- Leadership of a well-established and high-performing team
- A visible role with direct access to senior stakeholders
- Opportunity to shape and improve a critical function
- Strong team culture with a genuine focus on care and service
- Long-term growth within a stable, purpose-driven organisation
