Coates Career Opportunities CSC Manager

Coates•Belmont, CA

6d•Onsite

About The Position

As the Customer Service Manager based at our Belmont office, you'll lead a team of five across General Hire and specialist branch operations, acting as the critical link between top-tier clients and our branch, transport and fleet teams. Your team are the first point of contact for our most important customers so your leadership will directly define the experience they receive. You'll drive continuous improvement in customer service, systems and processes, while overseeing day-to-day operations and contributing to national consistency. This is a high-impact role with visibility across the business.

Requirements

Proven leadership experience developing and engaging teams
Customer service background with excellent interpersonal skills
Strong commercial acumen including budgeting and asset management
Demonstrated safety focus and improvement outcomes
Track record in process improvement and operational efficiency
Experience managing change, including implementing new systems
Ability to drive accountability across diverse teams
Comfortable working to targets, KPIs and service-level agreements

Responsibilities

Lead, coach and mentor a team of five to build a high-performing and engaged customer service function
Be the champion of customer experience - drive improvements across service standards, systems and processes
Partner closely with key clients to deeply understand their needs and deliver tailored solutions
Collaborate with branch, transport and fleet teams to ensure seamless order fulfilment
Monitor performance and sales outcomes to meet revenue targets and KPIs
Manage team workloads through effective planning, prioritisation and change management
Inspire the broader network to operate as one team in achieving Business Unit objectives