About the Role

We are seeking an experienced Call Centre Manager to lead a small but highly important customer service team within a leading Australian retail brand.

This is a rare opportunity to step into a long-established leadership position, overseeing a team of 4 customer service consultants handling inbound customer enquiries across product, order support, delivery updates, and general retail service issues.

You will be responsible for maintaining a high standard of customer experience while driving efficiency, team performance, and continuous improvement within a busy retail support environment.

This role replaces a long-tenured leader who has been in the position for over 30 years, making it a unique opportunity to shape and modernise the function moving forward.

Key Responsibilities

• Lead, coach and support a small call centre/customer service team (4 staff)

• Oversee daily inbound customer enquiries and ensure service KPIs are met

• Manage workload distribution, rostering and escalation handling

• Drive high-quality customer experience aligned to brand standards

• Monitor performance metrics and implement improvements where required

• Support training, onboarding and development of team members

• Liaise with internal departments including retail, warehouse and logistics

• Handle complex or escalated customer issues when required

Please call Lorraine on 0418361*** or send your CV first by hitting the apply now button