This is Adairs:Adairs is on an exciting journey to become Australia’s Ultimate Home Style Destination, and this is the perfect time to join us as we grow. For over 100 years, we’ve helped Australians create homes that are stylish, functional, and uniquely theirs. This is an exciting opportunity to lead our Customer Service function and shape the future of customer experience at Adairs. Working closely with senior leaders, you'll drive service excellence, build team capability and lead key initiatives that improve how we support our customers.
How you will add value:

Lead, coach and develop a high-performing Customer Service team
Drive customer satisfaction and service excellence across all channels
Manage escalated customer issues and deliver timely resolutions
Analyse service metrics and implement process improvements
Lead change initiatives, systems enhancements and continuous improvement projects
Partner with Retail, Digital, Supply Chain, Marketing and Operations teams
Foster a customer-first culture built on accountability, care and performance




Manage operational budgets and customer service KPIs

About You:

5+ years contact centre management experience – ideally supporting large retail network of stores and online
Proven experience in managing large remote or hybrid teams
Strong leadership and team development skills
Excellent communication, problem-solving and interpersonal abilities
Data driven with the ability to interpret reports/information and apply findings to drive results
Demonstrated ability to manage change, implement process improvements and drive team engagement
Commercially astute and confident presenting to Senior Management
Previous experience with AI related CS improvements would be advantageous

Make Home Your Career:
At Adairs, we’re passionate about creating a workplace where people feel inspired, supported and excited about the impact they make. Our brand-new, purpose-built Support Office at Chadstone — The Fashion Capital — has been des

📌 Customer Service Operations Manager (Vic)
🏢 Adair's External
📍 Vic