ABOUT THE COMPANY Lotus People are excited to be partnering with a market leader in premium building and home improvement solutions, known for innovation, sustainability and exceptional customer care. With a collaborative, down-to-earth culture and strong employee tenure, they’ve built an environment where people feel supported, heard and empowered to make an impact. Backed by international success and continued ANZ growth, this is a business investing heavily in its people, systems and future capability. ABOUT THE ROLE This is a rare opportunity to step into a high-impact leadership role focused on transforming and elevating the customer experience function. Reporting to the National Operations Manager, you’ll lead customer service, sales advisory and technical support teams through operational improvement, cultural alignment and service optimisation. You’ll bring structure, accountability and energy to a growing business while helping shape the future operating model, customer journey and team capability. DUTIES Lead and inspire multiple customer-facing teams through a period of growth and operational change Drive a high-performance culture focused on customer satisfaction, service delivery and accountability Review and optimise customer journeys, workflows and service processes across the business Identify operational inefficiencies and implement scalable process improvements Develop reporting dashboards and performance metrics to support data-driven decisions Improve collaboration and communication across customer service, technical support and operations teams Assess current systems and recommend improvements across CRM and service platforms Coach leaders and frontline staff to strengthen capability, engagement and consistency Define future-state structures, resourcing and operational standards to support continued growth Champion a customer-first mindset across all touchpoints and teams SKILLS & EXPERIENCE Proven leadership experience within Customer Experience, Contact Centre or Operations environments Demonstrated success leading operational transformation, change or service improvement initiatives Strong people leadership skills with the ability to build trust, accountability and engagement Experience managing cross-functional or multi-disciplinary support teams Ability to balance hands-on operational delivery with strategic improvement initiatives Strong understanding of customer service operations, workflows and performance metrics Experience working with CRM, service management or operational systems High emotional intelligence with a pragmatic, solutions-focused leadership style Experience within manufacturing, retail, technical services or product-based environments highly regarded BENEFITS Hybrid working model with flexibility built into the culture Genuine opportunity to shape and grow a critical function within the business Supportive, collaborative and low-ego leadership team Extra annual leave day each year Paid parental leave for all genders Employee assistance program including wellbeing and financial support Pet-friendly office environment Regular lunch & learns, recognition initiatives and team events Discounts on premium products Beautiful modern office location close to public transport Long-term growth potential within a stable, internationally backed business OUR RECRUITMENT PROCESS At Lotus People, we are committed to fostering diversity, equity and inclusion. We encourage applicants from all backgrounds to apply and will ensure a fair and equitable recruitment process. Every application we receive is reviewed by a real person, never by AI. If your experience aligns with the requirements of the role, a consultant will be in touch within 2–3 business days for an initial phone screen. Shortlisted candidates will then proceed to a virtual interview with the consultant managing the role. Due to the volume of applications and the specific nature of our briefs, we are unable to take phone enquiries about roles before an application is submitted. We ask that all interested candidates please apply online and wait to hear from us. Rest assured, we respond to every applicant, regardless of the outcome, so you will not be left wondering. Lotus People are proud to have been awarded Best Agency for Candidate Experience for five consecutive years. We look forward to providing you with a positive and respectful experience.
