Customer Experience Manager

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: Located at Somersby on the Central Coast, we are a fast‑paced, high‑volume after‑sales customer service department. The Customer Experience Officer will handle complaints and disputes around a customer’s kitchen or wardrobe completion. This role is critical to our brands success and is often the pivotal moment to transforming a customer experience into one that is positive. This role requires an individual that is customer centric, has a high attention to detail and superior problem‑solving skills. Due to the nature of this role, it is critical that the successful applicant is confident, proactive, empathetic and resilient when handling negative feedback from customers. Handle escalated customer complaints from across various regions, ensuring satisfactory resolutions for both the customers and the business. Diligently follow up on active/open cases and maintain transparent progress updates in the database for customers' self‑service access to information. Investigate and prepare case files and responses for Office of Fair Trading, representing the company at various tribunal hearings, such as NCAT, QCAT, VCAT, etc., while providing excellent customer service in managing and resolving incidents and complaints. Utilise high‑level negotiation skills to find resolutions for various customer situations and document all incidents, complaints, actions, and resolutions with high quality. Manage incidents and complaints processes in compliance with contractual, legal, risk, and compliance requirements. Assess, resolve, and elevate potential issues flagged by internal algorithms. Generate and participate in regular weekly and monthly reporting on incidents and complaints. Identify and elevate high‑risk issues as needed. What makes you perfect? Proven experience as a Customer Experience Officer in a manufacturing environment of large‑scale consumables Proven expertise in handling a range of customer escalation scenarios, including warranty issues/claims and maintenance claims, and participating in complex cases and investigations when necessary Experience in escalated complaints, including tribunals Prior experience with a CRM Excellent organisational and time management skills Exceptional communication skills, both written, verbal and presentation Strategic thinker with the ability to develop and execute operational plans Strong analytical and problem‑solving skills, with a proficiency in data handling Exceptional interpersonal skills for building rapport with internal and external stakeholders Genuine care and empathy when dealing with customer complaints - maintaining a customer focused mindset What we will offer you? A job with variety within a friendly team The opportunity to join a market leader Experience and coaching from established leaders in our industry Stability and longevity with an established organisation Access to employee benefits Staff Social Events Charity Participation This is a terrific opportunity to join a well‑established customer service team. Don’t miss out, apply now 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 Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad . #J-18808-Ljbffr