Key responsibilities

• Lead, coach and develop the Customer Service team, building accountability, structure and a high-performance culture
• Manage daily workloads, priorities and open customer cases to ensure timely resolution
• Act as the key escalation point for complex customer complaints, service failures and operational issues
• Monitor and report on response times, service levels and team KPIs, and take action where targets are not being met
• Manage customer relationships, including regular service reviews and performance reporting
• Support new customer onboarding, working with Operations and Projects to set up service requirements and workflows
• Identify recurring issues and drive root-cause analysis and corrective actions
• Ensure customer service activities meet compliance requirements, including HACCP, ISO 9001:2015, WHS and customer-specific operating standards
• Improve customer service processes, systems and workflows, working with internal IT on reporting and efficiency improvements
• Maintain accurate CRM records and strong follow-up on all customer communications

About you