V
National Customer Service Manager
Veritas Recruitment
Trades & Services / Automotive Trades
Posted 10/06/2026
Closed 24/06/2026
Melbourne, Melbourne, Victoria
Full time
Not specified
The Company
A national distributor, renowned for their high-quality products, innovation, and stringent quality control, their reputation precedes them.
The Role
As the National Customer Service Manager, you will lead and develop the Customer Service function across Australia and New Zealand, driving service excellence, team performance, and customer satisfaction. Working closely with Sales, Operations, Supply Chain, and Finance, you will champion a customer-first culture, optimise processes and systems, and lead continuous improvement initiatives to ensure exceptional service delivery across all customer touchpoints while supporting the company's strategic and commercial objectives.
Reporting to the CEO, your responsibilities include:
Benefits
Skills and Experience
Company Culture
A company that is truly committed to its people, who are passionate about their team members, company, product, and their customers. An industry leader renowned for their innovation
About Us
Veritas Recruitment recruits across multiple verticals, with industry-specific recruiters servicing a range of clients. Our divisions include Freight and logistics,
Senior Accounting and Finance, Accounting Support, Business Support, and Technical and operational positions. To find out more about Veritas and our team,
visit www.veritasrecruitment.com.au
The Consultant
Nicole Juzefowicz specialises in recruiting within the Business Support space. For a confidential discussion, please call Nicole on 03 •••• •070
A national distributor, renowned for their high-quality products, innovation, and stringent quality control, their reputation precedes them.
The Role
As the National Customer Service Manager, you will lead and develop the Customer Service function across Australia and New Zealand, driving service excellence, team performance, and customer satisfaction. Working closely with Sales, Operations, Supply Chain, and Finance, you will champion a customer-first culture, optimise processes and systems, and lead continuous improvement initiatives to ensure exceptional service delivery across all customer touchpoints while supporting the company's strategic and commercial objectives.
Reporting to the CEO, your responsibilities include:
- Lead, mentor, and develop customer service leaders and teams
- Develop and execute the national customer service strategy
- Monitor and drive performance against key service metrics
- Manage escalated customer issues and implement solutions
- Prepare and present service performance reports
- Oversee daily customer service operations
- Manage service budgets, cost controls, and operational efficiencies
- Lead workforce planning, resource allocation, and the optimisation of customer service systems and processes
- Establish and maintain customer service policies, procedures, and quality standards
- Analyse customer feedback, service trends, and operational data to identify opportunities for continuous improvement
Benefits
- Work close to home in Thomastown
- Company bonus scheme
- On-site gym available
- Stunning offices with state-of-the-art facilities
- Coffee machine in the office
- Growing organisation with huge scope for career development
- Strong family and community focus
Skills and Experience
- Proven experience leading customer service operations across multiple sites, regions, or national networks
- Demonstrated success implementing customer service strategies, driving customer experience improvements, and fostering a customer-centric culture
- Strong operational management capability
- Experience managing service KPIs, customer satisfaction metrics (NPS, CSAT), SLAs, and operational performance
- Experience implementing and utilising CRM, contact centre, or customer service management systems
- Sound understanding of quality assurance, compliance, risk management, and governance requirements
Company Culture
A company that is truly committed to its people, who are passionate about their team members, company, product, and their customers. An industry leader renowned for their innovation
About Us
Veritas Recruitment recruits across multiple verticals, with industry-specific recruiters servicing a range of clients. Our divisions include Freight and logistics,
Senior Accounting and Finance, Accounting Support, Business Support, and Technical and operational positions. To find out more about Veritas and our team,
visit www.veritasrecruitment.com.au
The Consultant
Nicole Juzefowicz specialises in recruiting within the Business Support space. For a confidential discussion, please call Nicole on 03 •••• •070
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