Assistant Customer Service Manager

About Us

We are a leader within the kitchen industry, with well-known, high-quality brands such as Kinsman and Freedom kitchens and wardrobes, both heavily associated with the popular show, “The Block”. Proudly, we are Australian owned and manufactured, with a reputation for delivering to Australian standards and excellence, driven by a superior quality of products, exceptional service and flexible on-trend design solutions for today’s lifestyle needs.

About the Role

We are seeking an experienced and customer-focused Assistant Customer Service Manager to lead the resolution of complex customer matters and support the delivery of an exceptional end-to-end customer experience. This is a hands-on leadership role requiring strong expertise in customer complaint resolution, escalation management, team development, stakeholder engagement and reporting. Based in Gosford and reporting to the Customer Service Manager, you will help lead a high-performing team while ensuring consistent service standards, efficient resolution processes and a customer-first culture are embedded throughout the organisation. You will act as a key escalation point for complex customer matters, balancing customer satisfaction with commercial outcomes while ensuring compliance with Australian Consumer Law and company policies.

Key Responsibilities

• Support the leadership, coaching and performance development of the Customer Service team
• Drive a consistent and professional customer experience across all customer touchpoints
• Manage complex customer complaints and escalations through to timely and satisfactory resolution
• Coordinate customer resolutions across Sales, Operations, Installation, Supply Chain, Quality Assurance and Support teams
• Monitor and report on customer satisfaction trends and service performance
• Prepare and manage reports on escalations, resolutions and customer feedback
• Identify recurring issues and implement continuous improvement initiatives
• Build strong relationships across all departments to drive customer-focused outcomes
• Support training and development initiatives that strengthen team capability
• Promote a positive, collaborative and customer-first culture throughout the business

What You'll Bring

• Experience in customer service leadership, customer experience and escalation management
• Strong proven record of resolving complex customer complaints and disputes
• Excellent communication, negotiation and conflict resolution skills
• A collaborative, team-first approach with the ability to work effectively across all departments and levels of the business, including senior leaders
• Ability to build partnerships across Sales, Operations, Installation, Supply Chain, Finance and Support teams
• Experience coaching and mentoring customer service teams
• Working knowledge of Australian Consumer Law (ACL), warranty obligations and customer dispute resolution processes
• Understanding of Fair Trading requirements and complaint escalation pathways
• Strong commercial acumen, organisational skills and attention to detail
• Highly developed Microsoft Office skills including reporting, analysis and maintaining accurate CRM and operational records
• High emotional intelligence and a genuine customer-first mindset

What We Offer

• Supportive and collaborative team environment
• Competitive remuneration package
• Staff discounts across our brands
• Professional development opportunities
• Staff social events and recognition programs
• The opportunity to make a genuine impact on customer satisfaction, team performance and business success

We are committed to fostering an inclusive and diverse workplace where everyone feels respected, valued, and supported. We welcome applications from people of all backgrounds, experiences, and abilities.

By applying for roles with us, you are consenting to complete relevant background checks and that you have the appropriate working rights to be employed in Australia.