Customer Service Manager

Role: Customer Service Manager

Reporting to: Head of Service

Direct Reports: Customer Service

Key Relationships: Installation Team Leaders, Production Managers, Head of Operations

Location: Based – Hume ACT


Deliver the quality and volume expectations of all product installations whilst ensuring Customer Service Satisfaction and meeting Revenue. Key measurables include Team eNPS (employee NPS), Customer Net Promoter Score (NPS) and CBR Revenue.



  • Handling escalated customer complaints and issues related to your team, products and NPS
  • Leading your direct reports in Canberra & overseas virtual staff, to ensure they are adequately supported and resourced to achieve the expectations of them in their roles
  • Achieving Revenue budget through the resources under your management
  • Recruitment, ongoing coaching, and performance management of all headcount under the remit
  • Providing regular feedback and training/resources to Customer Service and other teams to support continuous improvement of processes across the business
  • Committing to upholding the Watson Values of Quality, Integrity, Ease and Experience


Key requirements

  • Demonstrated experience in managing and motivating teams of people in a customer care environment – 2-5 years underpinned by a working exposure to performance management and development
  • A passion to create an engaging and supportive environment for our valued Customer Service Representatives, balanced with genuine interest in helping people
  • Self-motivated, resilient and solutions-oriented approach to work
  • Organisation skills with the ability to balance the competing demands of a busy environment, timelines, opportunities and data accuracy
  • Strong interpersonal written and verbal skills to communicate successfully and respectfully with a diverse audience
  • Demonstrated experience and understanding of complaints handling and incident management processes using a strong service mentality
  • High attention to detail


$ aligned with duties and experience – other benefits include:

  • Competitive salary
  • Job security with a well established business
  • Birthdays off!
  • Free parking
  • Brand new facilities
  • Awesome team culture


We will be assessing applications as we receive them and looking to fill the position quickly, so get in touch and let us know why you are interested! Confidentiality is assured for all applicants.

If you would like further information about the role, please email or call Fiona Collis on 02 6192 6832.

To apply for the role, please submit your application through our advert on SEEK.

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