National Customer Service Manager

OverviewLead a national team | Elevate service delivery | Drive growth across two iconic brands.

At CSR, we're building a better future together.

We are a team of 2,600 people across Australia and New Zealand, collaborating every day towards the shared purpose - 'Building solutions for a better future'.

CSR is a leading Australian manufacturing business focused on innovative, sustainable, and high-performing building products and systems.

We put people first and are committed to a safe, respectful, inclusive working environment that enables everyone to feel valued and thrive.

We provide equal opportunity for everyone and welcome people of all backgrounds, identities, experiences, abilities, and life stages.About The RoleAs part of CSR's New Zealand operations, we deliver market-leading building solutions across the Potters and Building Products divisions.

We are entering an exciting phase — strengthening our service offering and driving growth nationwide.

Reporting to the NZ Country Manager, the National Customer Service Manager will lead our customer service function across New Zealand, ensuring consistent, high-quality service delivery while driving operational efficiency and customer satisfaction.

This is a hands-on leadership role where you'll set strategy, standardise processes, and coach an 8-person team to deliver an exceptional customer experience — all while collaborating closely with Sales, Operations, and Supply Chain to maximise commercial outcomes.Key ResponsibilitiesLead, develop, and manage the national customer service team across multiple sites (Takanini & Penrose).

Implement strategies, policies, and standards that enhance the customer journey.Oversee escalated customer issues and ensure prompt, effective resolutions.Monitor and report on KPIs, service levels, and customer satisfaction.Drive continuous improvement initiatives to boost efficiency and reduce complaints.Collaborate across departments to ensure seamless end-to-end service.Leverage CRM and customer feedback data to inform decisions and identify opportunities.Ensure WHSE and regulatory compliance in all customer interactions.About YouYou're a proven leader in customer service, with a track record of building high-performing teams and delivering measurable service improvements.

You combine a customer-first mindset with the commercial acumen to influence revenue growth.We're Looking For5+ years managing customer service teams (national or multi-site experience ideal).

Success in improving customer satisfaction and operational efficiency.Experience with CRM and contact centre tools.Strong leadership, coaching, and change management skills.Excellent communication and influencing ability.Data-driven, with strong problem-solving capability.Industry experience is flexible — leadership capability is key.What's On OfferA pivotal leadership role in a business with strong market presence.Scope to make a real impact in shaping service delivery across New Zealand.On-site role based across Takanini and Penrose with parking provided.A collaborative culture where your ideas will be heard and acted upon.We also offer professional and personal growth opportunities.

Perks include an attractive salary and benefits, supportive culture, and wellbeing programs.

Parental leave and superannuation provisions are included, along with opportunities for on-the-job learning and development.

Pre-employment medical including drug and alcohol screening and a background check may be required.

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