Customer Service Manager

About the role

Select Plant Australia, a specialist plant hire provider and part of the Laing O'Rourke Group, is looking for a Customer Service Manager in Perth. The role leads regional customer-experience performance across responsiveness, fulfilment, retention and escalation management, and sets service priorities and delivery plans.

Key responsibilities

• Lead regional customer-experience performance and set service priorities, translating business needs into delivery plans and allocating resources as demand changes.
• Establish consistent customer-service standards, communication expectations and ways of working.
• Oversee quoting, bookings, purchase orders, contracts and complex customer commitments within approved controls.
• Align customer demand with fleet availability, supplier capability, workshop capacity and commercial requirements.
• Lead complex fulfilment, service recovery, billing disputes, hire changes and escalations to resolution.
• Use customer, operational and financial data to improve performance, utilisation and revenue protection.
• Lead workforce planning, performance, engagement, coaching, capability and succession for the regional team.

Required profile

• Demonstrated leadership of customer service, customer operations or equipment hire teams across a complex portfolio.
• Strong knowledge of the end-to-end hire lifecycle, from enquiry and quotation through fulfilment, return and billing.
• Experience leading complex customer cases, escalations, service recovery and sensitive relationships.
• Experience in supplier coordination, commercial decision-making, revenue protection and operational integration.
• People leadership across workforce planning, performance, coaching, engagement and development.

Required skills

• Ability to interpret customer, operational and financial data to improve performance and capacity.
• Experience with COINS or a similar hire, ERP or customer-management system is desirable.
• Strong commercial judgement, stakeholder influence, negotiation and governance awareness.

What we offer

• In-house training and on-the-job development opportunities.
• Six months' paid parental leave at full pay for all employees.
• Purchased leave options and volunteering leave.
• Exclusive discounts and savings across hundreds of Australian retailers.