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Coates Logo Coates · Customer Service

Csc Manager

Australia, Belmont · Job Posted May 28, 2026
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Job Description

As the Customer Service Manager based at our Belmont office, you'll lead a team of five across General Hire and specialist branch operations, acting as the critical link between top-tier clients and our branch, transport and fleet teams.Your team are the first point of contact for our most important customers so your leadership will directly define the experience they receive. You'll drive continuous improvement in customer service, systems and processes, while overseeing day-to-day operations and contributing to national consistency. This is a high-impact role with visibility across the business.

Job Responsibility

  • Lead, coach and mentor a team of five to build a high-performing and engaged customer service function
  • Be the champion of customer experience - drive improvements across service standards, systems and processes
  • Partner closely with key clients to deeply understand their needs and deliver tailored solutions
  • Collaborate with branch, transport and fleet teams to ensure seamless order fulfilment
  • Monitor performance and sales outcomes to meet revenue targets and KPIs
  • Manage team workloads through effective planning, prioritisation and change management
  • Inspire the broader network to operate as one team in achieving Business Unit objectives

Requirements

  • Proven leadership experience developing and engaging teams
  • Customer service background with excellent interpersonal skills
  • Strong commercial acumen including budgeting and asset management
  • Demonstrated safety focus and improvement outcomes
  • Track record in process improvement and operational efficiency
  • Experience managing change, including implementing new systems
  • Ability to drive accountability across diverse teams
  • Comfortable working to targets, KPIs and service-level agreements

What we offer

  • Flexible working options
  • 12 weeks paid parental leave on top of the government scheme
  • Access to Fitness Passport and our employee discounts, benefits and wellbeing program
  • Purchased additional leave program
  • Novated leasing and salary sacrifice options
  • Career development and progression pathways
  • Volunteering opportunities through the Coates Foundation
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