1 BSBLDR522 BizOps Customer Support Manager Position Description - Carlos D

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BizOps position description and selection criteria 
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Job title: Front line Manager - Customer Support department 
Reporting to: National Customer Service Manager
Salary: Total package including base salary, superannuation, commissions or benefits: 
$64,000 p.a. 
Hours: Full-time permanent 
Location: Outlet department 
Purpose of the position 
Supervise, coordinate and oversee the operational activities of the customer service 
department. 
Responsibilities and duties 
• Assist with development and implementation of customer service policies and 
procedures.
• Monitor the achievement and maintenance of agreed customer service levels and 
performance standards.
• Follow department policies and procedures
• Lead teams and individual staff in processes to manage customer support and 
complaints and escalation processes.
• Collect relevant data to assist management to determine customer service outputs.
• Work with HR, marketing, sales and production departments to improve 
operations.
• Evaluate and performance manage teams and staff.
Key performance Indicators 
• KPI 1: Ensure staff performance reviews are conducted every 6 month to 12
months
• KPI 2: Conduct Induction training for every new employee
• KPI 3: Maintain staff retention rates
• KPI 4: Increase customer satisfaction within the department
• KPI 5: Reduce the number of customer returns, exchanges and voids
• KPI 6: Work effectively with other departments an own staff to maintain efficient work
practices and competence.
BizOps position description and selection criteria 
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Academic and trades qualifications 
Essential Desirable 
Relevant diploma qualifications BSBCUS501 Manage quality customer service 
BSBMGT516 Facilitate continuous improvement 
Work experience and skills 
Essential Desirable 
Minimum three years customer service 
experience 
Proficient knowledge of customer service, and 
standard office practices and procedures. 
Personal qualities and behavioural traits 
Essential Desirable 
Outstanding communication skills, both 
written and verbal. 
Proficient computer skills. 
Supervisory skills High personal standards 
Excellent written and verbal skills 
Excellent interpersonal skills, including the ability 
to supervise people from varied backgrounds; 
handle conflict and pressure; empathy; 
persuasion 
Intermediate in CRM systems 
Intermediate in MS Office applications 
Self-management skills 
BizOps position description and selection criteria 
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Relationships 
Personnel Purpose 
Outlet Manager - TBA Report directly to this person 
Nancy Tooket: Managing Director, Retail 
Operations 
Follow escalation processes to report to this person 
Customer service leader/supervisor 
Delegate and coordinate team activities, and 
assess team and individual performance 
	Purpose of the position
	Responsibilities and duties
	Key performance Indicators
	Academic and trades qualifications