Customer Escalations Manager

We're looking for a senior customer service professional who knows how to solve problems, manage difficult situations and take ownership when things go wrong.

This is a unique customer-focused role where you'll become the escalation point for complex customer and business issues. You'll be responsible for understanding what has happened, bringing the right people together and finding a positive outcome.

You don't need technical, HVAC or hot water experience. What's more important is your ability to remain calm under pressure, think commercially and work through difficult situations until they're resolved.

The Role

You'll become the person the business turns to when an issue can't be resolved through the normal customer service process.

Your responsibilities will include:

• Managing escalated customer complaints and complex service issues from start to finish
• Taking ownership of issues and ensuring customers receive a positive outcome
• Speaking directly with frustrated end users and managing expectations
• Working with businesses, contractors and installation partners to resolve disputes
• Investigating what has happened and determining the best course of action
• Coordinating multiple stakeholders where responsibility is unclear or disputed
• Challenging suppliers, contractors or internal teams when required
• Identifying practical solutions rather than simply passing issues between departments
• Keeping customers informed throughout the resolution process
• Documenting escalations, outcomes and recurring issues
• Identifying opportunities to improve processes and prevent repeat problems
• Acting as a senior point of contact for complex customer matters

About You

We're looking for someone who has built their career around solving problems and dealing with people, particularly when situations aren't straightforward.

You might come from a senior customer service, complaints, escalations, service recovery, claims, operations or account management background.

Most importantly, you'll be someone who:

• Doesn't get flustered when dealing with difficult customers
• Takes ownership rather than passing problems to someone else
• Is naturally solutions-focused
• Can have difficult conversations while maintaining strong relationships
• Is confident dealing with businesses and external stakeholders
• Can investigate an issue and get to the root cause
• Has strong judgement and knows when to push, negotiate or compromise
• Can balance the customer's needs with the commercial interests of the business
• Communicates clearly and professionally
• Is persistent and follows an issue through until it's genuinely resolved

Why This Role?

This isn't a traditional customer service position where you'll simply answer enquiries and follow a script.

You'll have genuine ownership over some of the most challenging customer situations within the business and will have the opportunity to make a real difference to how those issues are resolved.

You'll receive full training on the products, systems and industry. We're far more interested in your ability to handle people, solve problems and get things done than whether you've worked in this industry before.

If you're the person people turn to when something has gone wrong and you enjoy finding a way forward, we'd like to hear from you.

How to Apply

Click APPLY or you can send your resume to [email protected]. Alternatively, you can call me on [02 9922 9611](tel:02 9922 9611) for a completely confidential discussion.

NB: All Candidates that meet our clients shortlist will be contacted within 2 business days.