Customer Service Manager

Company Description

Personalised Plates Queensland (PPQ), in partnership with the Queensland Department of Transport and Main Roads, markets and sells personalised number plates across the state. More than just ID, these plates are a canvas for creativity, allowing Queenslanders to express their individuality.

PPQ's enthusiastic team aims to make Queensland world-famous for its unique and imaginative number plates.

Job Description

Customer Service Manager

We’re looking for a passionate Customer Service Manager to lead our customer service function within PPQ, supporting our partnership with the Department of Transport & Main Roads (TMR).

You’ll play a key part in shaping customer experience, influencing product improvements, and driving operational excellence across a high-performing team.

About the Role

As Customer Service Manager, you’ll oversee day-to-day operations while leading a team of customer service consultants. You’ll be responsible for delivering exceptional service outcomes, driving performance against KPIs, and acting as the escalation point for complex customer matters.

You’ll also partner with stakeholders across the business to bring the voice of the customer into decision making, helping to improve processes, products, and customer outcomes.

What You’ll Be Doing

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Lead service delivery across phone, email, live chat and ticketing channels

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Manage escalations and resolve complex or high-risk customer issues

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Ensure service and sales KPIs are consistently met, including response times and satisfaction targets

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Optimise workflows and identify opportunities to improve efficiency and customer outcomes

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Manage, coach and develop a team of customer service consultants

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Identify trends, risks and opportunities to enhance customer experience

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Contribute to product development by elevating customer insights

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Ensure adherence to regulatory, compliance, and internal policies

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Provide reporting and insights on performance and operational metrics.

About you

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Proven experience leading a Customer Service or Contact Centre team

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Background in sales-driven service environments or highly regulated industries

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Strong leadership skills with the ability to coach, influence and motivate

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Experience managing KPIs, workforce planning and operational performance

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Excellent communication skills, with the ability to handle complex customer issues

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A continuous improvement mindset with strong problem-solving capability

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Experience with customer service platforms (e.g. cloud-based systems like ipSCAPE)

#LI-SM1

Additional Information

Publicis Groupe benefits: Be a part of the Publicis Groupe family, recent winner of the Employer of Choice Awards and one of the world's most progressive and dynamic modern communications businesses. You can learn more about us at www.publicisgroupeanz.com.

Enjoy all the perks that come with our network offering

• A comprehensive Wholeself program supporting physical, mindful, and financial wellbeing.
• A creative, lively, and rewarding office environment where people love working with each other, supported by our Publicis Liberté flexibility approach — "working your way with us."
• Access to our Global AI Platform Marcel, connecting Publicis Groupe employees with opportunities for career mobility and collaboration across our global network.
• Extensive Learning & Development opportunities including more than 15,000 learning programs via our online learning platform, Marcel Classes.
• A culture of open feedback and support to reach your goals through our Career Conversations program.
• A committed Diversity, Equality, and Inclusion strategy driven through our Viva Women, Égalité, enABLE, EmbRACE, and Écologique committees.
• Leave benefits including Birthday Leave, Flexible Public Holidays, and an additional 5 days of leave after 2 years of service.
• Work Your World program enabling employees the flexibility to work from anywhere in the world for up to 6 weeks per year.
• Parental leave policy with up to 18 weeks based on tenure, paid primary carer leave, secondary carer swap, and Cub Care leave.
• Access to counsellors, psychologists, and professionals through Sonder, an all-in-one digital wellbeing technology platform designed to support psychological, medical & safety needs.
• A workplace that stands together to provide a more open, supportive, and recovery-forward culture for all employees with life-threatening illnesses. Read more about our Working With Cancer Pledge: https://workingwithcancerpledge.com/
• Proud partners of Diversity Council Australia, Pride in Diversity, Family Friendly Workplaces, Supply Nation, and the Australian Disability Network.

If you don't tick every box in this ad, please don't rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who share our values of inclusion, collaboration, adaptability, fearlessness, and integrity rather than ticking boxes — so if this role resonates with you, please apply.

Diversity. Inclusion. Equity. More than just words; these are part of our DNA. At Publicis Groupe, we are committed to the inclusion and recognition of all people regardless of race, age, culture, ability, ethnicity, gender identity or expression, sexual orientation, marital status, and religious affiliation. We believe that to deliver the best solutions to our clients, our people need to reflect the diverse communities in which our clients operate. We value diversity and the skills, knowledge, and experience that difference brings to our culture and solutions.

Uniqueness is powerful; without it, we wouldn't be where we are today. So be you — we like it that way.

We are committed to providing reasonable adjustments for people with disability or those that require additional support throughout the application process. If you need any assistance or adjustments, please contact us via recruitmentpublicisgroupe.com; your personal information will be kept confidential.