Customer Service Operations Manager

This is Adairs:
Adairs is on an exciting journey to become Australia’s Ultimate Home Style Destination, and this is the perfect time to join us as we grow. For over 100 years, we’ve helped Australians create homes that are stylish, functional, and uniquely theirs. This is an exciting opportunity to lead our Customer Service function and shape the future of customer experience at Adairs. Working closely with senior leaders, you'll drive service excellence, build team capability and lead key initiatives that improve how we support our customers.

How you will add value:

• Lead, coach and develop a high-performing Customer Service team
• Drive customer satisfaction and service excellence across all channels
• Manage escalated customer issues and deliver timely resolutions
• Analyse service metrics and implement process improvements
• Lead change initiatives, systems enhancements and continuous improvement projects
• Partner with Retail, Digital, Supply Chain, Marketing and Operations teams
• Foster a customer-first culture built on accountability, care and performance
• Manage operational budgets and customer service KPIs

About You:

• 5+ years contact centre management experience – ideally supporting large retail network of stores and online
• Proven experience in managing large remote or hybrid teams including multiple regions / time-zones
• Strong leadership and team development skills
• Excellent communication, problem-solving and interpersonal abilities
• Data driven with the ability to interpret reports/information and apply findings to drive results
• Demonstrated ability to manage change, implement process improvements and drive team engagement
• Commercially astute and confident presenting to Senior Management
• Previous experience with AI related CS improvements would be advantageous

Make Home Your Career:
At Adairs, we’re passionate about creating a workplace where people feel inspired, supported and excited about the impact they make. Our brand-new, purpose-built Support Office at Chadstone — The Fashion Capital — has been designed with our people at the centre, blending beautiful spaces, outstanding facilities and a culture that genuinely cares.

Here’s what makes working with us genuinely special:

• Work from a world-class retail and lifestyle destination, with unparalleled access to shopping, dining and everyday essentials
• Paid Parental Leave – supporting your family through life's biggest moments
• Up to 6 weeks’ annual leave with purchased leave option
• Heavily discounted reformer pilates, barre and spin classes just steps from our office
• State-of-the-art end-of-trip facilities — ride in, refresh or get ready for a night out
• A fun, buzzing office culture (yes, the drinks cart makes an appearance — bubbles included
• Generous team discount across Adairs and our wider group, including exclusive sample sales
• Referral rewards — good people bring good people
• Weekly “All-In” meetings – always be in the know of what is happening across the entire business
• Free onsite parking + novated lease options
• Support that matters: EAP (legal, financial, wellbeing) + discounted health insurance
• Family-friendly benefits, including a dedicated nursing room for new parents

Why Adairs?
Because we’re more than a workplace. We’re a place where people feel inspired, valued, supported and connected — all under one incredible roof. Apply Now