State Customer Service Manager

About the Company

Supagas is a fast-growing national, leading supplier of cylinder gases such as LPG, Industrial Gases, Hospitality Gases and Helium. We are rapidly building a reputation for growth and success based on an exceptional "YES WE CAN" customer service offering and quality products in the highly competitive market.
 

As the QLD State Customer Service Manager, you will lead a team of Customer Service Officers (CSOs) and a Customer Service Team Leader to deliver consistent, high-quality experiences across every customer touchpoint.

This hands-on leadership role (reporting into QLD State Manager and based at the Loganholme corporate office) holds accountability for achieving customer service KPIs, championing operational best practice and ensuring compliance with relevant safety, regulatory and internal policies. You will play a pivotal role in embedding a “Yes We Can” attitude and ensuring both internal and external stakeholders enjoy seamless service.

Specifically, you will:

• Monitor, interpret and act on performance metrics (e.g. service levels, response times, first contact resolution) to drive continuous improvement in service delivery and customer satisfaction.
• Serve as the escalation point for complex customer issues, ensuring prompt, fair, and policy-aligned resolutions.
• Partner with Branch Managers and national stakeholders to harmonize service delivery, forecasting, staffing and process standards.
• Ensure legal and regulatory compliance, including verifying customer permits, MSDS, licensing and dangerous goods obligations.
• Oversee key administrative and month-end processes such as closing open calls, manual dockets, archiving and credit lodgement.
• Assist with Industrial Agency growth via current dealer network.
• Residential margin & price management, monitoring & reporting on competitor activity.
• Plan and implement Residential campaigns across QLD branch network, align with and seek support from National Residential Manager and Head of Marketing.
• Coordinate delivery issues & escalations with transport.
• Back up Team Leader & branch admin staff.
• Manage the Loganholme site.

Benefits

• A friendly and supportive team environment
• Company reward and recognition program
• Professional learning and development opportunities
• Opportunities for career progression
• Employee Assistance Program and Wellbeing initiatives

You possess:

• Leadership experience – minimum 4 years. Clear and effective communication, with the ability to present information and perspectives to influence and engage a range of stakeholders.
• Sound analytical skills, with the capability to efficiently collect, organize, interpret and present data accurately.
• Deep understanding of regulatory, safety, and compliance frameworks relevant to gas / dangerous goods / industrial environments.
• Ability to manage competing priorities while maintaining high standards of service and operational efficiency.
• Call Centre systems experience and Pronto experience advantageous.

Most importantly at Supagas we value attitude above all else. We are looking for the next team player to embody the 'Yes We Can' ethos!

If you possess the skills and experience detailed above and this sounds like the position you’ve been looking for, please apply below!

Please note: only applicants shortlisted for this role will be contacted