This is an exciting opportunity for an experienced Customer Service Manager to join our team on a full-time basis. In this role, you will provide a productive and motivating working environment for the Customer Service team in Australia and contribute to improving the overall IPD Customer Service experience. Reporting directly to the Customer Care Business Manager, this role will be based at our office in Wetherill Park. Duties & responsibilities: Overseeing the day-to-day operations of the customer service team, setting clear performance goals and ensuring their completion through effective management and monitoring. Driving and improving service levels by focusing on customer enquiry response times, accuracy of information provided, and the technical suitability of solutions offered. Implementing and managing key customer service metrics to assess capacity, efficiency, and quality, ensuring performance aligns with business objectives. Providing support to the team in handling complex case management enquiries and triage issues as necessary to ensure timely resolution and customer satisfaction. Recruiting, onboarding, and training high-performing team members, delegating responsibilities based on skill sets, and ensuring all work is executed in compliance with policies, while maintaining a focus on safety and quality standards. Experience & attributes: Previous experience in Customer Service. Strong decision making capabilities. High level of written and verbal communication skills. Be able to demonstrate a high level of competency in the management of Customer Service KPI's. Knowledge in MS Office and CRM software. Ability to motivate and lead people and hold employees accountable. Strong working knowledge of operational procedures. Good communicator with a strong ability to collaborate across wide range of Business Units and Sales Teams. Review and improve organisational processes, overseeing team members and creating innovative approaches for improvement. Set standards of excellence and quality driven. Providing guidance and feedback to assist others develop knowledge. Benefits & provisions: Laptop & mobile phone provided Quarterly onsite events Supportive work environment About us IPD Group is a dynamic ASX listed, Australian owned business. We provide design, development and distribution of electrical products and technologies. Electrical hardware distribution with product assembly and workshop for customised solutions. Electrical vehicle charging hardware and infrastructure solutions, providing complete electrical engineering and service provider in high and low voltage projects. Having operated for 65 years we are trusted partner to our customers. Be an integral part of our team when you take up this exciting opportunity. If this sounds like the role and team for you please send us your resume with a cover letter telling us why this is the role for you. We will be reviewing applications as we receive, so if you have the skills and experience, we are seeking, submit your application now. You must have the right to work in Australia. IPD is committed to a workplace culture that recognise and support an inclusive approach in the workplace. We are open to diversity, equity and human rights. We respect and value the contribution of people from all cultures, backgrounds, genders, ages, ethnicities, abilities, sexual orientations and religious beliefs. When you apply, please tell us what pronouns you use. Aboriginal and Torres Strait Islander people are encouraged to apply. Only applicants suitable for the position will be contacted. We kindly ask agencies not to submit any resumes without our consent.