Customer Service Manager

Lead Customer Experience. Influence National Service Standards. Develop High-Performing Teams.

Trend Windows & Doors is one of Australia's leading window manufacturers, proudly delivering quality, innovation and design to Australian homes and commercial projects for more than 50 years.

As part of the VENTORA Group, Trend is backed by a portfolio of some of Australia's most trusted building products brands. With more than 4,000 employees nationally, VENTORA offers the scale, stability and career opportunities of a leading Australian organisation while maintaining the supportive culture of a local team.

An exciting opportunity is now available for an experienced Customer Service Manager to lead our Customer Service team at our Girraween manufacturing site.

About the Role

Reporting to the General Manager NSW, you will lead a team of 10 Customer Service professionals while driving exceptional customer outcomes across the business.

While this role has direct responsibility for the NSW Customer Service team, it also offers the opportunity to influence and improve customer service performance more broadly across Trend's operations. Working closely with leaders across multiple states, you will help standardise processes, champion service best practice, drive consistency and support the delivery of a customer-first experience nationally.

This is an ideal opportunity for a customer service leader who has successfully managed larger teams, multi-site operations, or complex service environments and is looking to make a broader impact across a growing national business.

Key Responsibilities

• Drive customer satisfaction, service performance and customer retention outcomes
• Ensure exceptional customer experiences across all interactions and touchpoints
• Lead the resolution of customer enquiries, complaints and escalations
• Identify, implement and champion continuous improvement initiatives
• Standardise and promote customer service best practices across state operations
• Partner with Sales, Operations, Production and Logistics teams to deliver outstanding customer outcomes
• Build strong relationships with customers and key internal stakeholders
• Lead, coach and develop a team of Customer Service professionals
• Foster a positive, engaged and high-performing team culture
• Recruit, onboard and support new team members
• Drive capability-building, training and development initiatives

About You

You're a genuine people leader who is passionate about creating exceptional customer experiences and developing high-performing teams.

You understand what great customer service looks like at scale and have experience leading teams in environments where service consistency, operational excellence and continuous improvement are critical. You're equally comfortable working strategically across a business as you are coaching and supporting your team on the ground.

You will also bring:

• Previous experience leading a Customer Service function
• Experience managing larger customer service teams, multi-site teams, or complex customer service operations
• Demonstrated success in improving customer service performance and customer satisfaction outcomes
• Experience standardising processes and implementing service improvement initiatives across teams or locations
• Strong leadership, coaching and mentoring capability
• A proven track record of building engaged, high-performing teams
• Experience managing customer complaints and escalations
• Excellent stakeholder management and relationship-building skills
• Strong communication, conflict resolution and problem-solving abilities
• Excellent organisational and time management skills

What's on Offer?

• Monday to Friday role with no weekend work
• Opportunity to influence customer service standards across a national business
• Join one of Australia's leading manufacturing organisations
• Career progression opportunities across the broader VENTORA Group
• Exposure to a portfolio of iconic Australian brands
• Supportive leadership team and collaborative culture
• Generous staff discounts on VENTORA products
• Additional paid birthday leave
• Opportunity to schedule annual leave during the Christmas shutdown period
• Ongoing learning and professional development opportunities

Apply Now

If you're an experienced Customer Service leader who enjoys developing people, improving customer outcomes and influencing service excellence across a broader organisation, we'd love to hear from you.

Apply now and take the next step in your leadership career with Trend Windows & Doors.

Eligible applicants must have the legal right to work in Australia. Successful applicants may be required to complete pre-employment checks, including a medical assessment and drug & alcohol screening.

Agencies will only be engaged if required. Please do not contact us or send candidates unless requested by the Talent Acquisition Team.