Customer Service Manager | Full-Time

Westlab is a leading Australian supplier of laboratory equipment, consumables and scientific solutions, supporting customers across science, education, healthcare and research. With a strong focus on quality, service, innovation and reliable supply, Westlab continues to play an important role in supporting the work of laboratories and scientific teams across Australia and beyond.

We are seeking an experienced Customer Service Manager to lead Westlab’s customer service function and ensure customers continue to receive timely, professional and solutions-focused support.

About the Role

Reporting to the Head of Operations, the Customer Service Manager will oversee the daily operations of Westlab’s customer service team, ensuring enquiries, support tickets and customer interactions are managed efficiently and to a high standard.

This role requires hands-on customer service support, strong people management, practical problem-solving and a genuine commitment to customer experience. You will lead, support and develop the customer service team, manage workflow and coverage across service channels, handle escalated enquiries, and identify opportunities to improve processes, systems and service delivery.

Key responsibilities will include:

• Leading, mentoring and supporting the customer service team

• Management of and hands-on daily customer service operations across phone, email, live chat and support channels

• Ensuring customer enquiries and support tickets are tracked, followed through and resolved in a timely manner

• Managing workload, team scheduling and leave coverage to maintain service levels

• Handling escalated customer enquiries and complaints professionally

• Monitoring customer service performance, KPIs and service quality

• Identifying and implementing process improvements to improve efficiency and consistency

• Collaborating with other departments to support a strong customer experience

• Preparing reports and providing insights and recommendations to senior management

• Supporting team training, development and continuous improvement

What We’re Looking For

The ideal candidate will be a confident and capable customer service leader who takes ownership, leads by example and understands the importance of structure, accountability and follow-through.

You will bring:

• Experience in a customer service role, ideally with supervisory or team leadership responsibility

• A practical and supportive leadership style

• Strong communication skills, both written and verbal

• A genuine customer-first mindset

• Confidence managing team workload, performance and service expectations

• Experience working with customer service metrics, KPIs or reporting

• The ability to handle escalated customer matters calmly and professionally

• A process improvement mindset, with the ability to identify better ways of working

• Strong attention to detail and a commitment to consistent service standards

This role will suit someone who enjoys leading a team, improving service delivery and creating a positive customer experience in a business where quality, reliability and professionalism matter.

About Westlab

Westlab have been supporting the scientific and medical community since 1993, providing laboratory equipment, consumables, healthcare products and laboratory solutions to customers across a range of industries. Their work supports laboratories, educators, healthcare professionals, researchers and organisations where accuracy, reliability and timely supply are critical.

Westlab’s broader vision is centred on enabling discovery. Through trusted service, quality products, efficient supply and ongoing innovation, Westlab aims to support customers in doing their best work and achieving better outcomes in science, healthcare and research.

Why Join Westlab?

This is an opportunity to step into a key leadership role within a respected and growing Australian business with a clear purpose and strong customer focus.

You will have the opportunity to:

• Lead an important customer-facing function within the business

• Work in a structured and professional environment with clear expectations

• Make a direct impact on customer experience, team performance and service quality

• Support a business that values reliability, quality, innovation and continuous improvement

• Be part of an organisation operating in a specialised and meaningful industry

• Work with a team that is focused on doing things properly and delivering high standards

• Contribute to the ongoing growth and improvement of Westlab’s customer service operations

For the right person, this role offers genuine ownership, variety and the opportunity to lead a team that plays a critical role in Westlab’s ongoing success.

How to Apply

To apply, please submit your application via the SEEK application form.

Please include a cover letter outlining why you are interested in this role and what appeals to you about joining Westlab. Your cover letter does not need to repeat your resume; we are more interested in understanding your motivation, interest in the role and why you believe this opportunity is the right fit for you.