The State Customer Service Manager is a highly organised, customer-focused person focused on leading and managing the customer service operations across Victoria. This pivotal role will be responsible for ensuring all service cases - including repairs and preventative maintenance - are handled within agreed KPI timelines, with a relentless focus on delivering exceptional customer experience.
Our customers include elite AFL, NRL and Sports peformance teams, national health club chains such as Anytime Fitness, Revo Fitness, Genesis Fitness and Belgravia Liesure plus many more.
Key Responsibilities
Manage and coordinate/schedule all customer service cases, ensuring they are resolved within KPI timeframes.
Maintain complete oversight of all open service cases and outstanding statuses for repairs and preventative maintenance in VIC via Netsuite FSM
Proactively monitor and drive resolution times and escalations to meet performance targets
Act as the primary customer service liaison for VIC clients
Foster strong relationships through regular communication, status updates, and a customer-first approach.
Anticipate client needs and identify opportunities to enhance their service experience.
Collaborate closely with internal teams (technical, logistics, and operations) to ensure timely service delivery
Work closely with Spare Parts Manager to ensure correct and sufficient parts are on hand for speed repairs
If you are passionate about deliverying outstanding customer service, love fitness and enjoy fostering strong long term customer relationships this role is for you!
