National Customer Service Manager

CSR

  • Takanini, Auckland
  • Permanent
  • Full-time
  • 24 days ago
About this roleNational Customer Service ManagerLead a national team | Elevate service delivery | Drive growth across two iconic brandsAt CSR, we're building a better future together.We are a team of 2,600 people across Australia and New Zealand, and we are all collaborating every single day towards a shared purpose - 'Building solutions for a better future'. As a leading Australian Manufacturing business, we're at the forefront of developing innovative, sustainable, and high performing building products and systems.At CSR, we put people first. We are committed to creating a safe, respectful, supportive, and inclusive working environment that enables everyone to feel valued, grow and truly thrive. We are committed to providing equal opportunity for everyone and welcoming people of all backgrounds, identities, experiences, abilities,and life stage.About the RoleAs part of CSR's New Zealand operations, we're proud to deliver market-leading building solutions across our Potters and the Building Products divisions. We're entering an exciting phase — strengthening our service offering and driving growth nationwide.Reporting to the NZ Country Manager, the National Customer Service Manager will lead our customer service function across New Zealand, ensuring consistent, high-quality service delivery while driving operational efficiency and customer satisfaction.
This is a hands-on leadership role where you'll set strategy, standardise processes, and coach an 8-person team to deliver an exceptional customer experience — all while collaborating closely with Sales, Operations, and Supply Chain to maximise commercial outcomes.Key Responsibilities
  • Lead, develop, and manage the national customer service team across multiple sites (Takanini & Penrose).
  • Implement strategies, policies, and standards that enhance the customer journey.
  • Oversee escalated customer issues and ensure prompt, effective resolutions.
  • Monitor and report on KPIs, service levels, and customer satisfaction.
  • Drive continuous improvement initiatives to boost efficiency and reduce complaints.
  • Collaborate across departments to ensure seamless end-to-end service.
  • Leverage CRM and customer feedback data to inform decisions and identify opportunities.
  • Ensure WHSE and regulatory compliance in all customer interactions.
About YouYou're a proven leader in customer service, with a track record of building high-performing teams and delivering measurable service improvements. You combine a customer-first mindset with the commercial acumen to influence revenue growth.We're looking for:
  • 5+ years managing customer service teams (national or multi-site experience ideal).
  • Success in improving customer satisfaction and operational efficiency.
  • Experience with CRM and contact centre tools.
  • Strong leadership, coaching, and change management skills.
  • Excellent communication and influencing ability.
  • Data-driven, with strong problem-solving capability.
  • Industry experience is flexible — leadership capability is key.
What's on Offer
  • A pivotal leadership role in a business with strong market presence.
  • Scope to make a real impact in shaping service delivery across New Zealand.
  • On-site role based across Takanini and Penrose with parking provided.
  • A collaborative culture where your ideas will be heard and acted upon.
What we also offerWe strive to support your professional and personal growth. Here are some of the perks you'll enjoy as part of the CSR team:
  • Attractive salary and benefits, including access to exclusive discounts and offers.
  • Supportive and collaborative culture that fosters innovation and inclusion. You'll be surrounded by talented colleagues who are passionate about their work and committed to helping each other succeed.
  • Care and wellbeing offer includes up to 14 weeks of paid parental leave, 52 weeks of superannuation payment, and access to an employee assistance program.
  • Rewarding career with on-the-job learning, development, and upskilling opportunities within and across our brands
Sound like your next move?Apply Now
Be part of a team committed to excellence, customer focus, and continuous improvement. If you're ready to lead, inspire, and drive positive change, we want to hear from you.Just click on the Apply for this job button.We encourage you to apply even if you don't meet 100% of the requirements. If you're passionate about making a positive impact and you see yourself in this role, we'd love to hear from you!To find out more about us, visitWe have a strong commitment to workplace health and safety and the wellbeing of our people. Successful candidates will be required to undertake a pre-employment medical including drug and alcohol screening and a background check.

CSR