Customer Service Manager - telecommunications

Mulgrave | $115-135k + Super

Reporting directly to the CEO, this newly created leadership role offers the opportunity to lead a team of six customer service and service delivery professionals while driving systems optimisation, process improvement and business transformation within a growing telecommunications and technology provider supporting clients across healthcare, warehousing and engineering sectors.

About the Role

You'll lead day-to-day customer service and service delivery operations while playing a key role in business improvement initiatives. This is a hands-on position where you'll coach the team, manage escalations, improve processes and drive successful adoption of new systems and automation.

Key Focus Areas:

• Lead and develop a team of 6 customer service/service delivery staff
• Oversee customer service operations, ticket management and service performance
• Finalise the transition from NetSuite to Autotask
• Drive systems optimisation, automation and AI initiatives
• Implement KPIs, reporting and accountability frameworks
• Improve workflows, processes and team capability
• Support operational projects and business growth initiatives

About You:

• Experience leading customer service, service delivery or operations teams
• Strong background in systems optimisation and process improvement
• Experience managing change and driving performance improvements
• Hands-on leadership style with a proactive approach
• Telecommunications experience highly regarded
• Exposure to Autotask, NetSuite, MSP, telecommunications or ICT environments highly regarded

What's on Offer?

• $110-135k + Super
• Direct access to and mentorship from the CEO
• Opportunity to shape systems, processes and team performance
• Growing telecommunications and technology business
• Onsite parking and some WFH flexibility

This role is ideal for a hands-on leader who enjoys developing people, improving systems and delivering measurable business outcomes.

At people2people, Edge Recruitment and Frog Recruitment, we welcome everyone and encourage people to be their authentic selves. If you require reasonable adjustments during the recruitment process, please contact your recruitment consultant so we can support your needs.