Customer Service Manager

Lead a high-performing team in a business where quality, consistency and service matter.

Workforce Extensions Ballarat is proud to be recruiting on behalf of Westlab Pty Ltd, a respected and growing Australian company operating within the scientific and laboratory supply sector.

Westlab has built a strong reputation for reliability, precision and customer service, supporting a wide range of professional industries where accuracy and consistency are critical. This is an opportunity to join a business that values structure, accountability and doing things properly.

About the Role

Reporting to the Operations Manager, this is a key leadership position responsible for the performance and day to day operations of the customer service function.

You'll lead a small, dedicated team while ensuring all customer interactions are handled efficiently, accurately and to a consistently high standard. You'll also play an important role in maintaining and improving systems, processes and service delivery.

This role will suit someone who enjoys working in a well organised environment, takes pride in getting things right, and is confident leading a team to meet clear expectations.

Key responsibilities include:

• Leading, mentoring and developing a customer service team
• Overseeing daily operations across phone, email and support channels
• Managing workflow, team scheduling and enquiry coverage
• Handling escalated enquiries and ensuring timely, professional resolution
• Monitoring performance against KPIs and maintaining service standards
• Identifying opportunities to improve processes and efficiency
• Ensuring accuracy, consistency and attention to detail across all work
• Preparing reports and providing insights to senior management

About You

You're a capable and dependable leader who values structure, clarity and accountability.

You take ownership of your work, lead by example, and are comfortable working in an environment where performance is measured and standards are high.

You will bring:

• Experience in customer service, with leadership or supervisory responsibility
• Strong organisational skills and a high level of attention to detail
• A structured, methodical approach to managing tasks and teams
• Confidence working with KPIs and performance metrics
• Clear, professional communication skills
• A proactive mindset with a focus on continuous improvement

Why Join Westlab?

• Join a respected, quality driven business in a specialised industry
• Strong financial incentives on offer
• Take on a key leadership role with real ownership and impact
• Work within a structured, well run environment with clear expectations
• Be part of a stable and growing organisation
• Long term career opportunity with a supportive team

If you're looking for a role where you can lead with purpose, take ownership and be part of a business that values consistency and quality, we'd love to hear from you.

For a confidential discussion please contact Justin Thompson at Workforce Extensions Ballarat on (03) 5334 4414.