Customer Service Manager

We're searching for a dedicated Customer Service Manager to join our team located in Heidelberg West and deliver outstanding service in every customer interaction. Are you passionate about delivering exceptional customer service and leading a high‑performing team? HMPS is seeking an experienced Customer Service Team Manager to oversee our national customer service operations. Reporting to the General Manager – National Service, you will play a pivotal role in managing critical aspects of daily operations, supporting your team to deliver seamless service, and ensuring key targets are consistently met. This is an exciting opportunity to make a tangible impact, providing leadership, mentoring, and expert advice while driving efficiency and customer satisfaction across HMPS operations. What You’ll Bring Proven experience managing and leading a customer service team to achieve KPIs and operational targets. Strong leadership skills with the ability to coach, mentor, and develop staff, particularly in managerial and professional growth. Excellent stakeholder management and communication skills. Demonstrated problem‑solving abilities and the confidence to make decisions autonomously. High level of organisational skills with experience in process improvement, documentation, and operational planning. Commitment to maintaining confidentiality and upholding company values. Experience in recruitment, performance management, and staff development is highly desirable. What You’ll Be Doing Leading, coaching, and mentoring the HMPS Customer Service Team, ensuring a high standard of service delivery. Managing team KPIs, budgets, and performance to meet operational targets. Supervising direct reports, facilitating their work, and supporting professional development. Ensuring staff comply with OHS requirements and site safety rules. Maintaining accurate documentation, training manuals, and procedural guidelines. Recruiting, onboarding, and managing customer service staff, including performance appraisals and leave management. Evaluating current practices, identifying areas for improvement, and recommending solutions to enhance efficiency. Providing expert service to customers, including advice on products and services, complaint resolution, and fault inquiries. Exercising authority and taking responsibility for outcomes in customer contact matters. Leading by example, embracing and demonstrating the HMPS Propac values in all interactions. At HMPS Propac, Australia’s leading machine manufacturers, we are passionate about delivering innovative end‑of‑line packaging automation. Founded in 1980, we've grown into a market leader, providing cutting‑edge automation solutions to food and beverage companies across Australia, New Zealand, and the globe. Our brands, HMPS, Propac Industrial and Engi‑O, continually strive for innovation, quality and growth, all of which are directly attributed to our wonderful teams in Adelaide, Melbourne, Sydney and Brisbane. In the past 5 years, we’ve more than tripled in size. With an install base that includes over 2,000 high‑end automation systems and 5,000+ entry‑level machines, we’re embedded deep in Australia's production infrastructure—and now we're scaling again. With over 100 employees across Australia, we foster a culture of passion, commitment, collaboration, innovation, and quality. These core values help to deliver growth, not just to the company but to our employees. Our commitment to employee development is reflected in supportive, employee‑driven development plans that include leadership roundtables, job shadowing, and specialised external training. We also provide financial reimbursement and paid leave support for tertiary education to help our people reach their full potential. If you’re passionate about Australian machinery and driving industry automation, are committed to quality, and eager to collaborate on engineering the future, join us at HMPS Propac. #J-18808-Ljbffr