Team Manager – National Service Centre

About the role

Coca‑Cola Europacific Partners is seeking a Team Manager for its National Service Centre (NSC). Based in either North Sydney or Heatherton, you will lead a national team of Customer Service Specialists, fostering a high‑performing, solutions‑focused culture while delivering exceptional customer experiences.

Key responsibilities

• Lead, coach and develop a team of Customer Service Specialists.
• Set clear KPIs and performance expectations aligned with business priorities.
• Oversee day‑to‑day operations to ensure efficient service delivery.
• Support customer escalations and assist with inbound volumes during peak periods.
• Monitor performance metrics and provide reporting and insights to stakeholders.
• Manage administrative tasks such as rostering and leave management.
• Collaborate with Sales, Supply Chain and other stakeholders to execute customer and channel strategies.
• Drive continuous improvement initiatives across systems, processes and ways of working.
• Champion change‑management initiatives and promote adoption within the team.

Required profile

• People‑focused leader who thrives in fast‑paced operational environments.
• Proven experience in a contact‑centre, customer service, sales or customer‑operations setting.
• Demonstrated ability to coach, develop and engage team members.
• Strong communication and stakeholder‑management skills.

Required skills