Customer Service Manager
Core
Lead a team of six customer service and service delivery professionals while driving systems optimisation, process improvement, and business transformation for a telecommunications provider serving healthcare, warehousing, and engineering sectors.
Role type
Senior Customer Service Manager (Telecommunications)
Builds
Customer service operations, service delivery workflows, and automated systems for enterprise clients
Domain
Telecommunications and Technology
Required skills
Team leadership, operations management, process improvement, systems optimisation, change management, KPI implementation, workflow design
Preferred skills
Telecommunications experience, Autotask, NetSuite, MSP, ICT environments
Technologies
NetSuite, Autotask, AI tools
Responsibilities
Coach and develop a team of six staff, manage escalations, oversee ticket management and service performance, finalise transition from NetSuite to Autotask, implement KPIs and reporting frameworks, drive automation initiatives
Seniority
Senior, hands-on IC
