Your new company A rapidly growing company is seeking an experienced and dynamic Customer Service Manager responsible for leading a team of customer service agents, ensuring exceptional customer support, and driving team performance to meet company standards and legislation. This role requires excellent leadership skills, strong communication abilities, and a passion for delivering customer-centric service in the fast-paced industry. Your new role Lead and manage a team of 17 customer service agents to ensure high-quality service and resolution of customer enquiries. Provide ongoing coaching, training, and support to team members to enhance their skills and knowledge of processes, and systems. Set and communicate clear performance goals, ensuring individual and team targets are met or exceeded. Handle escalated customer issues or complaints, providing timely and satisfactory resolutions in line with company policies. Collaborate with internal departments to ensure seamless communication and process improvement across the customer journey. Monitor key performance indicators (KPIs) such as average handling time, first-call resolution, and customer satisfaction scores, implementing strategies to improve team metrics. Foster a positive, collaborative, and motivating work environment, ensuring team engagement and adherence to company values What you'll need to succeed Proven experience as a Customer Service manager leading a big team Excellent communication, leadership, and coaching skills, with the ability to lead a large team effectively. Experience of using SAP is essential. Proficiency in using customer service software, contact centre platforms, and communication tools. Strong analytical skills to monitor and interpret KPIs, identifying areas for team improvement. An absolute passion for customer service and making each encounter best in class What you'll get in return Integral role for growth plans and the ability to put your own stamp on the whole of the contact centre function Career growth opportunities Agile work environment Paying $140-160k plus super plus bonuses This is an exciting opportunity for a driven individual to lead a remote customer service team in delivering outstanding service to our valued customers.