Regional Customer Service Manager - Central - - 41385 - Fletcher Building

General Information

Job Type

Permanent

Description

Who We Are

Stramit is “Australia’s leading vertically integrated steel manufacturer and total steel building material solutions provider” Part of the Fletcher Building Group employing 14,900 people across New Zealand, Australia and the South Pacific. Our connected purpose is focused on ‘improving the world around us through smart thinking, simply delivered’ providing our customers real value.

About the Position

Are you ready to lead, own and build a high-performance team in a role where you can enhance the experience of our customers? Join us at Stramit, where you'll collaborate with a diverse group of peers across planning, production, transport, and sales, to ensure seamless fulfillment of customer requests and drive sales through unparalleled service. In this role, you will support 8 direct reports and a wider team of 22, across both local and national support levels.

If you're passionate about understanding customer needs, delivering exceptional service, and driving efficiency, this is your chance to make a significant impact and thrive in an ever-evolving environment.

This role is full-time role based at our Erskine Park site, with requirements to be in the office 5 days per week.

Key Responsibilities:

Guide your 2 team leaders and wider team 22 with a strong focus on consistently meeting and surpassing customer expectations.
Foster a culture of employee engagement, excellence, and success recognition.
Own and streamline customer needs
Ensure quality assurance and compliance across the team.
Proactively manage resources to meet customer service levels.
Drive operational improvements to enhance customer experience and financial performance.
Identify and manage your team’s performance, training, and development needs to ensure they are set up for success in their roles.
Collaborate with both internal and external stakeholders to achieve seamless operations.

Key Skills

Proven experience in a customer service manager role in a contact centre, sales support, call centre, processing operations role or similar environment
Proven ability to lead a team and positively influence achievement of customer service targets/KPI’s Advanced data analysis skills with a focus on actionable insights.
Experience in customer management, sales, and emerging technology.
Ability to engage, influence, and collaborate with key stakeholders.
Flexibility, adaptability, and results-driven approach.
Resilient and adaptable, thriving in a fast-paced and ever-changing work environment.

What We Are Looking For

5+ years of customer service management
Proven track record in championing Customer Experience and Net Promoter Scores
Tertiary qualification in Business Management or equivalent experience highly regarded
Strong team player with collaborative and supportive attitude.
Resilient, adaptable, and outcome focused.
Excellent leadership, planning, and communication skills

What we offer

No matter your background, if you're driven and dedicated to making a positive impact, you'll find a promising future with us. Join our supportive team, always striving for innovation and efficiency to better serve our customers. Here's what we're proud to offer:

Amazing career development, training and progression opportunities.
A Perkbox account – giving you 24/7 access to thousands of perks, benefits, discounts, wellbeing tools and loads more!
Parental Leave: primary carers receive full base pay for 26 weeks or receive 50% of full pay over 52 weeks. Secondary carers receive 4 weeks of full pay
New Parent Leave: 5 additional leave days for primary and secondary carers during their first year back at work
Strong Inclusion and diversity commitment to our team members including Gender affirmation leave (10 days), LGBTQ+ Rainbow Tick accreditation.

Excited? We are too! To apply, click the 'apply now' button, if you'd like to discuss this opportunity further. We can't wait to review your application and explore your potential with Stramit!