Operating since 1938, Linfox Armaguard Group has evolved from a cash-in-transit business to a leading secure currency supply chain and technology solutions enterprise. Trusted by our customers in banking, retail, hospitality, medical and government, we offer unrivalled reach to every corner of agreed Australia. Our reputation is built on a culture of safety, underpinned by a commitment to robust security policies, procedures and systems. We are committed to ongoing development of our people and encourage career progression at every opportunity. Expect this and more when you join Linfox Armaguard Group.

Lead a National Team | Drive Service Excellence | Create Real Impact

Are you a results-driven leader with a passion for delivering exceptional customer experiences? We’re looking for an experienced Customer Service Manager to lead and elevate our nationally based customer service team.

What does the job look like?

In this high-impact leadership role, reporting to the GM of Customer, leading a team of 20 to deliver service excellence, optimisation of processes, and aligning performance with our strategic goals. You'll play a critical role in fostering a high-performing team culture and driving measurable improvements in customer satisfaction.

Key Responsibilities:

• Oversee strategic and daily operations of our national customer service team
• Develop and implement strategic initiatives that align to business goals
• Supporting change initiatives and system integration projects, ensuring a smooth transition and keeping your team informed and engaged throughout
• Leading and mentoring a customer service team, building a strong team culture, improving capability and drive accountability, performance, and engagement
• Using data and reporting to track KPIs, analyse trends, and make informed decisions that improve customer experience and operational efficiency
• Resolve complex customer issues and implement sustainable, customer-focused solutions
• Manage key client relationships and oversee resolution of disputes related to billing, service delivery, or financial discrepancies
• Deliver data-driven insights through reporting and trend analysis for internal stakeholders
• Foster cross functional collaboration to ensure seamless service delivery and alignment with company goals
• Monitor site-level complaint trends and partner with business leaders to develop and implement targeted improvements
• Maintain strong engagement with both internal and external stakeholders in a fast-paced, high-volume environment

Are you the one?

You’re a strategic, people-focused leader with a talent for building high-performing teams and delivering operational excellence. You’re adaptable, proactive, and thrive in a fast-paced environment where no two days are the same.

You’ll bring:

• A proven track record of leading, motivating, and developing teams to achieve outstanding service results
• Exceptional communication skills and the ability to influence and collaborate across all levels of the business
• Agility in managing competing priorities in a dynamic and evolving environment
• A continuous improvement mindset, with a focus on delivering measurable results
• Strong experience in service metrics, KPI reporting, and customer experience strategy
• Experience with CRM systems (preferably Salesforce) and Microsoft Office Suite

Sounds like you or someone you know? Please click the apply button to submit your application and resume.

Further information

You will be required to meet Linfox Armaguard Groups employment criteria which will include but not be limited to a criminal history check and full medical with a drug and alcohol test.

Don’t have the required experience, but want to know more about the opportunities at Linfox Armaguard Group? We still want to hear from you. Visit www.armaguard.com.au/careers