MAYDAY Recruitment is partnering with a leading organisation within the building and interiors sector to recruit an experienced Customer Service Team Leader – Completions . This is a pivotal leadership role, responsible for managing escalated customer matters and leading a high-performing team to deliver exceptional service outcomes across multiple states.
Reporting to senior management, you will lead the Completions team, ensuring customer escalations, maintenance and warranty matters are resolved efficiently while maintaining high service standards. You will drive process improvements, manage workflows and ensure KPIs are consistently achieved across NSW, VIC, QLD and SA.

What’s in it for you?

• Full-time permanent role
• Monday to Friday, full-time in the office
• $75,000.00 + super 
• Office located in Somersby - free parking on-site
• Employee discounts 
• Opportunity to grown and progress your career

Key Responsibilities:

Customer Service & Operations

• Lead and manage the Completions department to ensure KPIs, service levels and operational efficiency are achieved
• Manage escalated customer complaints to resolution, balancing customer satisfaction with business outcomes
• Oversee maintenance and warranty requests, ensuring timely rectification and appropriate fault determination
• Vet maintenance and warranty claims to identify responsibility and apply charges accordingly
• Ensure all customer matters remain active and updated within internal systems, proactively communicating with customers
• Conduct thorough investigations by reviewing customer files, plans and documentation to identify and resolve issues
• Review weekly reports and attend maintenance meetings prepared with customer updates and key issues

Process Improvement & Project Work

• Review and improve systems and processes to enhance the overall customer experience
• Work collaboratively with management to improve efficiencies in manufacturing and distribution processes
• Complete assigned project work within agreed timeframes

Quotes, Variations & Payments

• Obtain information from customers regarding additional cabinetry, appliances, accessories or benchtops
• Review customer files to prepare accurate quotes, ensuring all costs (delivery, admin fees, discounts) are applied
• Ensure customers accept quotes and payment is received prior to placing orders
• Liaise with Sales Area Managers and designers when orders are complex

Leadership & People Management

• Lead, coach and mentor a diverse customer service team
• Create an inclusive, respectful and high-performing team culture
• Ensure team structures and processes align with workload demands
• Manage performance, absenteeism, leave and succession planning in consultation with HR
• Complete performance reviews, KPIs and development plans by required deadlines
• Promote and uphold the Code of Conduct and expected workplace behaviours

About You:

• Proven experience leading customer service or completions teams, ideally within construction, manufacturing or interiors
• Strong background managing escalated complaints and complex customer matters
• Excellent leadership, coaching and stakeholder management skills
• Highly organised with strong attention to detail and reporting capability
• Confident reviewing processes and driving operational improvements
• Able to manage competing priorities across multiple states