Customer Service Manager

About Us 

C4i Pty Ltd (C4i), an entity of Frequentis, designs, manufactures and integrates mission-critical Voice Communication Systems and solutions for clients all over the world.   For over 30 years C4i has created customised communications solutions for in the high-end Defence trusted supplier market with specific focus on the US, Australia, UK, and allied markets.  

C4i is a global leader in Voice Communications in the defence industry. As a small to medium sized technology company based in Melbourne Australia, we develop leading technology for mission-critical customers worldwide. Our systems are used in control centres and command posts in more than 39 countries, making an important contribution to international safety. 

At C4i, our focus is on our people. We strive to ensure that our employees are supported, challenged and respected. To create a cohesive team and productive shared working environment, we value honesty, transparency and mutual respect above all. In this environment, our employees can take on and master new challenges, accelerating their personal development and helping the company to constantly evolve. 

https://www.c4i.com/

About the role 

Reporting to the General Manager – Commercial and Projects, the Customer Service Manager will lead C4i’s Support Delivery Team and act as a key customer contact for support services across new and existing contracts. This is a hands-on service leadership role for someone who enjoys combining customer service management, account management, ITIL-aligned service improvement, financial oversight, contract performance and business development support in a technically focused, mission-critical environment.

Key responsibilities include, but are not limited to:

• Build trusted relationships with domestic and international customers, acting as a primary point of contact for support services.

• Lead service quality, customer satisfaction and continuous improvement initiatives, including the review and improvement of ITIL processes.

• Manage support service financial reporting, including budgets, costs, revenue, profitability insights and commercial performance in a service delivery environment.

• Improve operational efficiency by reviewing support processes, technology use, response times and service performance metrics.

• Oversee support contracts, renewals and extensions, while identifying opportunities to expand C4i’s service offering through account development, business development support and RFQ-related activity.

• Lead customer-focused projects that improve service delivery, customer experience and supportability outcomes.

• Guide, coach and develop the Support Delivery Team to deliver excellent customer service and achieve agreed KPIs.

• Support compliance with C4i’s quality, safety and trade compliance requirements.

About You 

You will be an experienced Customer Service Manager, Service Delivery Manager or support services leader who is confident working with technical teams, commercial stakeholders and customers. You will bring sound judgement, strong communication skills, account management capability and a continuous improvement mindset, with the ability to balance customer advocacy, financial performance, contract outcomes and service improvement.

• A degree in engineering, business administration or a related field, or substantial relevant experience in the delivery and management of support services contracts.

• Experience supporting Defence, public safety, technology or other mission-critical customer environments will be highly regarded.

• Practical experience developing, implementing and improving service business processes.

• Strong understanding and application of ITIL principles, including service effectiveness measures and continuous improvement.

• Project management experience, including coordinating technical, service delivery or customer support projects with internal teams and external customers.

• Experience developing, monitoring and reporting on KPIs, service performance and customer satisfaction.

• Financial management experience in a Service Delivery Manager or comparable role (Project Manager), including exposure to budgets, contract performance, renewals, extensions and service growth opportunities.

• Account management experience, with the ability to build trusted customer relationships, understand service needs and identify opportunities to strengthen or expand support services.

• Business development and RFQ experience, including supporting service-related estimates, proposals or customer opportunities.

• Strong people leadership capability, with the ability to guide, coach and support a customer-focused team.

• Eligibility to obtain an NV1 or higher Australian Government Defence Security Clearance.

What we offer:  

• The opportunity to contribute to technology that supports mission-critical customers in Australia and around the world.

• A collaborative, values-led workplace where employees are supported, challenged and respected.

• Career growth and development opportunities across C4i and the broader Frequentis Group.

• Modern office facilities in a highly accessible Melbourne location, close to public transport, the city and parklands.

• Opportunities for domestic and international travel, depending on business and customer needs.

Please be aware that this role will require you to hold or be eligible to attain the appropriate Australian Security Clearances and, in some instances, comply with the US International Traffic in Arms Regulations clearance procedures. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information. 

Furthermore, as a condition of employment with C4i, you will be subject to pre-employment background checks, including a police check. 

Ready to apply?

If this opportunity sounds like the right next step for you, please apply via SEEK and include your current CV and a cover letter outlining your relevant experience and suitability for the role.

For a confidential discussion or to request a copy of the position description, please contact ••••@bespokeservices.com.au.