Customer Service Manager (City of Gold Coast)

About Us Buildsafe is an innovative leader in the building and construction space, providing height safety systems and scaffolding solutions. Proudly partnering with some of the country’s largest residential builders, we play a critical role in ensuring the safety of thousands of construction workers across Australia. With operations across Queensland, Victoria, and New South Wales, Buildsafe is a fast-paced, ever-evolving business that’s built on innovation, strong values, and a commitment to protecting people on-site. We take pride not just in the solutions we provide, but in the way we work – focusing on reliability, safety, and service excellence. We are all about building strong partnerships – with our clients, our teams, and most importantly, our people. About The Role We’re on the lookout for a National Customer Service Manager to lead and drive our Customer Service and Scheduling teams. The role is based at our Arundel head office; however, you will provide national support and manage teams based in Queensland, Victoria, and Current South Wales. In this fast-moving, dynamic role, you’ll be responsible for the daily operations of our scheduling function, provide strategic oversight of national service delivery ensuring our trucks and crews arrive safely and on time with the right products to get the job done. This is a hands-on leadership position, where you’ll coach and develop your team to deliver outstanding customer service, optimise schedules, and drive operational efficiency. You’ll play a key role in the success of our branches, ensuring we meet and exceed client expectations across the board. Key Responsibilities
- Lead, mentor, and coach your scheduling and customer service teams across QLD and VIC.
- Oversee job scheduling to ensure trucks are coordinated efficiently for multiple sites.
- Work closely with Branch Managers and Supervisors to optimise daily operations.
- Own and manage the Learning Management System (LMS).
- Maintain strong relationships with clients.
- Build and maintain collaborative relationships with Sales, Estimating, Technical Design, and Branch Operations teams.
- Monitor KPIs and report on team performance and service delivery.
- Identify and implement continuous process improvements to enhance service and efficiency.
- Collaborate with IT and development teams to enhance scheduling tools and systems.
- Succession and workforce planning; Upskill, cross train and constantly strengthen your department.
- Recruitment and selection of team members.
- Performance reviews of staff. About You We’re after someone who is not just a great leader, but also passionate about driving results and creating a great team culture. Your ability to problem-solve on the fly, juggle multiple priorities, and bring a positive and proactive approach will see you thrive in this role. You have experience leading across multiple locations and enjoy bringing remote teams together with a shared vision and standard of excellence. You’re passionate about building scalable systems, training programs, and feedback mechanisms that drive continuous improvement. You’ll Also Have
- Proven experience leading customer service or operations teams in a fast-paced environment.
- Strong scheduling and coordination experience (ideally in construction, logistics, or similar industries).
- Excellent communication and relationship-building skills.
- A knack for troubleshooting and finding solutions under pressure.
- Strong time management and prioritisation abilities.
- A desire to coach and develop your team to be their best.
- Computer literacy and experience working with scheduling or operational systems.
- A commercial mindset with an eye for driving efficiency and profitability. Benefits
- Competitive salary package
- Complimentary professional car washes on site
- Ongoing training and leadership development opportunities
- Monthly team lunches
- Corporate uniforms provided
- A supportive leadership team
- Employee Assistance Program #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3r1hhf