Customer Service Call Centre Manager
Mayday Recruitment ·www.maydayrecruitment.com
Apply direct
MAYDAY Recruitment is proud to be partnering with one of Australia’s largest funeral service providers to recruit a compassionate and experienced Customer Care Hub Leader to lead their contact centre team.
This is a unique opportunity to step into a meaningful leadership role where empathy, operational excellence, and people leadership are at the heart of every interaction. Leading a close-knit team of Customer Care Specialists, you will play a pivotal role in supporting families during some of life’s most difficult moments while driving service excellence, team engagement, and continuous improvement across the Customer Care Hub.
Working within a collaborative and values-driven environment, you will lead by example, ensuring every customer interaction is handled with professionalism, care, and compassion.
What you’ll be doing:
• Leading and supporting a high-performing inbound and outbound Customer Care Hub team
• Coaching, mentoring, and developing Customer Care Specialists to deliver exceptional customer experiences
• Managing day-to-day operations, including workforce planning, scheduling, and performance management
• Monitoring team performance to ensure SLAs and KPIs are consistently achieved
• Acting as the primary escalation point for complex or sensitive customer matters
• Conducting call monitoring, quality assurance, and regular one-on-one coaching sessions
• Driving a culture of continuous improvement, collaboration, and customer-centric service delivery
• Building strong relationships with internal stakeholders across operations, leadership, and support teams
• Identifying opportunities to improve processes, efficiencies, and customer outcomes
• Supporting change initiatives and ensuring contact centre technologies and systems are effectively utilised
What we’re looking for:
• Previous leadership experience within a contact centre or customer service environment
• Strong coaching and people leadership skills, with the ability to motivate and inspire teams
• A compassionate, mature-minded, and resilient approach
• Exceptional communication and stakeholder management skills
• Ability to remain calm and professional in emotionally sensitive situations
• Strong operational and organisational skills, with experience managing KPIs and workforce planning
• Experience working with CRM systems and contact centre technologies
• A customer-centric mindset with a passion for service excellence
• Experience within healthcare, community services, funeral services, or other people-focused industries highly regarded
What’s on offer:
If you are an empathetic and driven leader who thrives in a people-focused environment and is passionate about coaching teams to deliver outstanding customer care, we would love to hear from you.
This is a unique opportunity to step into a meaningful leadership role where empathy, operational excellence, and people leadership are at the heart of every interaction. Leading a close-knit team of Customer Care Specialists, you will play a pivotal role in supporting families during some of life’s most difficult moments while driving service excellence, team engagement, and continuous improvement across the Customer Care Hub.
Working within a collaborative and values-driven environment, you will lead by example, ensuring every customer interaction is handled with professionalism, care, and compassion.
What you’ll be doing:
• Leading and supporting a high-performing inbound and outbound Customer Care Hub team
• Coaching, mentoring, and developing Customer Care Specialists to deliver exceptional customer experiences
• Managing day-to-day operations, including workforce planning, scheduling, and performance management
• Monitoring team performance to ensure SLAs and KPIs are consistently achieved
• Acting as the primary escalation point for complex or sensitive customer matters
• Conducting call monitoring, quality assurance, and regular one-on-one coaching sessions
• Driving a culture of continuous improvement, collaboration, and customer-centric service delivery
• Building strong relationships with internal stakeholders across operations, leadership, and support teams
• Identifying opportunities to improve processes, efficiencies, and customer outcomes
• Supporting change initiatives and ensuring contact centre technologies and systems are effectively utilised
What we’re looking for:
• Previous leadership experience within a contact centre or customer service environment
• Strong coaching and people leadership skills, with the ability to motivate and inspire teams
• A compassionate, mature-minded, and resilient approach
• Exceptional communication and stakeholder management skills
• Ability to remain calm and professional in emotionally sensitive situations
• Strong operational and organisational skills, with experience managing KPIs and workforce planning
• Experience working with CRM systems and contact centre technologies
• A customer-centric mindset with a passion for service excellence
• Experience within healthcare, community services, funeral services, or other people-focused industries highly regarded
What’s on offer:
- Full-time permanent opportunity
- Tuesday – Saturday (Tuesday – Friday 8am – 4pm) (Saturday 7-3)
- Work with a respected and established organisation making a genuine difference in the community
- Supportive and collaborative team culture
- Ongoing leadership development and training opportunities
- Meaningful work where you can positively impact families and support your team every day
- Opportunity to contribute to service innovation and continuous improvement initiatives
If you are an empathetic and driven leader who thrives in a people-focused environment and is passionate about coaching teams to deliver outstanding customer care, we would love to hear from you.
Frequently asked questions
Who is hiring for the Customer Service Call Centre Manager role?
Mayday Recruitment is hiring for the Customer Service Call Centre Manager position, a Shazamme client. Apply directly on the employer's career site.
Where is the Customer Service Call Centre Manager job located?
The Customer Service Call Centre Manager role with Mayday Recruitment is based in Sydney, NSW, AU.
What does the Customer Service Call Centre Manager role pay?
Mayday Recruitment lists the Customer Service Call Centre Manager role at AUD 90,000–100,000 per year.
Is the Customer Service Call Centre Manager role full-time or contract?
This is a full time position at Mayday Recruitment.
What experience level is the Customer Service Call Centre Manager role?
The Customer Service Call Centre Manager position is aimed at mid-level candidates.
How do I apply for the Customer Service Call Centre Manager role at Mayday Recruitment?
Apply directly on Mayday Recruitment's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.