Customer services manager

This role will manage the overall function of the newly established David Jones Customer Services team in Melbourne, which is the first point of contact for David Jones Customers in-store and online. The Customer Service Manager leads the Customer Services team who respond to all customer contacts (across multiple channels) and provide a timely resolution to all complaints and inquiries to ensure all customers have a seamless and positive experience. We are looking for a proven leader with the drive and passion to build a high-performing team.

What does the role involve?

  • Manage the day-to-day operations of the overall Customer Services function
  • Ensure all customer interactions are responded to within agreed SLAs
  • Monitor and report on the performance and adherence to SLAs on a daily, weekly, monthly and ad-hoc basis
  • Manager escalated customer complaints (including customer complaints sent to ELT)
  • Provide insights into customer feedback to wider business
  • Coach, train and mentor Customer Service Team

Who are we looking for?

  • Demonstrated experience in managing a large team in a fast-paced environment (eg: call centre or retail store)
  • Proven leadership and management experience
  • Ability to liaise with stakeholders across all levels within the organisation to achieve desired customer outcomes
  • Strong attention to detail and excellent time management
  • Advanced analytical and reporting ability, preferably with experience in Salesforce

Why work for us? 

  • A competitive remuneration package, including an annual bonus incentive
  • Generous employee discounts across David Jones and Country Road Group
  • An additional day of leave for your birthday
  • The opportunity to support community partnerships through our Corporate Social Responsibility program
  • Be a member of a company committed to sustainable practices
  • Ongoing training and development to pursue individual ambitions

Want to know a bit more about us?

David Jones and the Country Road Group is Australasia’s largest department store and fashion retail group comprising of iconic brands such as David Jones, Country Road, POLITIX, Trenery, Witchery and MIMCO. Part of Woolworths Holding (SA) our values include being Customer Obsessed, Collaborative, Inspirational, Responsible and Dedicated to Quality.

David Jones is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at time of application to assist you through the recruitment process.

David Jones


Posted: 04 December 2019

Location:  Dandenong, VIC