National Customer Service and Telesales Manager - - 38585 - Fletcher Building

General Information

Job Type

Permanent

Description

For over nine decades, we've been an integral part of the Australian manufacturing landscape, contributing to the iconic design ethos of the nation. Since the early days, when Vegemite was becoming a household staple, our brand has been there, crafting quality products that have graced Australian homes across the country.

Over recent times our products have featured on The Design Files, in The Local Project videos and winning praise on ‘The Block’. We’ve come a long way over the past 90 years – and have an even brighter journey ahead of us.

A New Chapter Begins: National Customer Service & Telesales Management Opportunity in Tullamarine

Imagine a place where your passion for customer service excellence and leadership come together to create unforgettable customer experiences. At Laminex, we believe in innovation, agility and excellence in customer experience.

We are on a mission to redefine what exceptional service looks like, and we are looking for our next people - centric leader to elevate our strategy and bring the team along on this exciting journey.

Reporting to the General Manager - Sales and Customer Service, this senior role allows you to lead the team towards unparalleled customer satisfaction and operational excellence, ensuring our customer experience centre remains a beacon of innovation and service quality.

The Role

Leadership & Inspiration: Lead and inspire a large team of dedicated customer service professionals to deliver world-class customer service. Your leadership will be the driving force behind our success.
Innovation & Technology: Drive change and implement cutting-edge technology solutions to enhance the customer experience. Stay ahead of industry trends and ensure our centre is at the forefront of innovation.
Strategic Development: Develop and execute strategies to improve customer satisfaction and loyalty. Your vision will shape the future of our customer interactions.
Agility & Adaptability: Foster an agile and adaptive work environment, encouraging continuous improvement and innovation. Embrace change and guide your team through it with confidence.
Customer Insights: Monitor and analyse customer feedback and operational metrics to identify areas for improvement. Use data-driven insights to make informed decisions.
Collaboration: Work closely with cross-functional teams to ensure seamless customer interactions and service delivery. Build strong relationships across the organization.
Process Optimization: Manage and optimize customer service processes and workflows to achieve efficiency and effectiveness. Streamline operations to enhance productivity.

About you

Proven experience in a leadership role within a customer service or contact centre environment.
Strong track record of driving change and implementing technology solutions.
Excellent people-centric leadership style and people management skills, with the ability to motivate and develop a high-performing team.
Prior telesales experience advantageous.
Agile mindset with the ability to adapt to changing business needs and priorities.
Thrives in a fast-paced environment
Strong collaborator with exceptional communication and interpersonal skills.
Analytical and problem-solving abilities, with a focus on continuous improvement.
Passion for delivering outstanding customer service and enhancing the customer experience.

Why Laminex?

Celebrating 90 years of excellence, Laminex has been a leader in the Australian building industry, providing high-quality surfaces and design solutions for both residential and commercial projects. As part of the Laminex family, you’ll join a company that values its people and fosters an environment of continuous improvement.

Our benefits include:

26 weeks of full-pay parental leave, or 52 weeks at half pay, with the option to return on a 4-day workweek for the next 12 months.
Career growth opportunities within a supportive, innovative company.
A focus on employee well-being, safety, and development.
Hybrid working role with some work from home and some days from our Tullamarine office.