Customer Service Manager

Location: Terrey Hills, North Shore and Northern Beaches
Job Type: Full-time
Salary: $100k to $110k

Lead our Customer Service team | Drive Growth | Great working culture

Join a first-class company

Network Plumbing has been proudly servicing the North Shore, Sydney Metro, and Wollongong regions since the ’80s. Our unwavering commitment to excellence has earned us a reputation for delivering results that exceed expectations. Check out our Google Reviews - all you need to know is right there 4.8 ⭐600+ Google Reviews.

We’re looking for a Customer Service Manager to lead our Customer Service Representative (CSR) team — an exceptional leader who can develop people, drive accountability, and lift performance through coaching and structure.

Reporting directly to the General Manager, you’ll take full ownership of our inbound call centre, customer experience and booking performance, leading a strong team of Customer Service Representatives already in place.

What’s On Offer

✔ Permanent full-time position with stability and room to grow

✔Attractive salary

✔ Work–life balance

✔ Supportive team environment with long-term staff

✔ Social events, a fun team who get together frequently for social gatherings, monthly BBQs

About the Role

You’ll be responsible for:

• Leading and developing our Customer Service Representatives

• Driving booking conversion, customer experience and call quality

• Coaching team members through regular call reviews and one-on-one development

• Implementing daily KPI rhythms, reporting and accountability

• Recruiting, onboarding and developing future CSR talent

• Working closely with Dispatch, Marketing and operational leaders to maximise lead conversion and customer satisfaction

• Owning workforce planning and rostering, ensuring the team is appropriately resourced

• Building a culture of accountability, continuous improvement and outstanding customer service

What We’re Looking For

• A proven leader who has successfully led a customer service or contact centre team

• Highly data-driven, comfortable managing daily KPIs such as booking conversion, call quality and productivity

• A strong coaching mindset — you enjoy developing people

• Confident and direct — comfortable having performance conversations and holding people accountable

• Thrives in a fast-paced, high-performance environment

• Organised and proactive, with excellent communication skills

• Genuinely passionate about delivering an exceptional customer experience

Industry experience isn’t essential — we’re far more interested in a proven track record leading a high-volume inbound contact centre, customer service or inside sales team. We can teach the trades; it’s much harder to teach leadership, coaching and accountability.

Success in This Role Will Be Measured By

• Lead booking conversion

• Customer satisfaction (NPS)

• Call quality and consistency

• Team engagement and retention

• Overall operational efficiency

Why Network Plumbing?

We’re a long-established, community-focused company where people stay because they’re valued. You’ll enjoy stability, great earning potential, and the chance to build and shape our Customer Service function, backed by a positive workplace built on respect and professional pride.

Apply Now

Ready to take the next step in your career?

Click Apply and join a team that puts people first!