We are seeking an experienced Customer Service Manager to lead and develop our customer service team in a call centre environment.

This is a key leadership role focused on building a strong team culture, improving service delivery and supporting Team Leaders to drive performance. Reporting to the Supply Chain Manager, you will bring experience in customer service leadership, team development and workforce planning, with a hands-on approach to leading people and improving outcomes.

This role is based on-site in Somersby, NSW, working five days per week, and plays an important role in driving team performance and service quality across the business.

Key Responsibilities

Lead and develop a high-performing customer service team of 50+ staff.
Build and embed a positive, high-performing team culture.
Coach and support Team Leaders to drive team performance and capability.
Oversee workforce planning to ensure effective resourcing and coverage.
Monitor performance metrics and drive service improvements.
Identify and implement process and system improvements.

About You

Proven experience leading customer service teams in a call centre or high-volume environment.
Strong people leadership skills with the ability to build culture and engage teams.
Experience coaching and developing Team Leaders.
Exposure to workforce planning and managing large team structures.
Strong communication, problem-solving and organisational skills.
Proactive mindset with a focus on continuous improvement.

Why Join Borg Group

Lead and shape a large customer service function with real impact.
Build team culture and develop leaders within a growing organisation.
Work in a stable, Australian-owned business with strong growth.
Collaborate across a diverse group of businesses and functions.
Drive meaningful improvements in service delivery and team performance.