Customer Experience Support Manager

We are looking for an experienced Customer Experience Support Manager to join our Customer Experience team at ABI Interiors on a full-time basis. You will work to support and mentor the Front and Back of House Customer Experience teams, assisting the Head of Department on projects or tasks, including implementing new policies and procedures.

What you will be doing:

• Manage the development and well-being of our Back of House Customer Experience and Front of House Customer Experience teams (10-15 people), including hiring, rostering, and coaching.
• Develop and implement training and onboarding of new Customer Experience staff across all markets.
• Provide frontline support during peak periods and staffing shortages.
• Support the team with Caseload management and escalated inquiries.
• Continuously improve team data capture, reporting, and process efficiencies.
• Collaborate with internal and external stakeholders to optimise the ABI Customer Experience.
• Manage and assist with implementing and optimising software development and procedural change.
• Prioritise stakeholder engagement and User Acceptance Testing to support growth goals.
• Maintenance of Terms and Conditions and Policies.
• Foster professional collaboration across departments.
• Generate reports and work with management to identify improvement areas.
• Implement strategic plans to ensure a consistent ABI Customer Experience.
• Available to work to maximise the ABI experience over 7 days in various locations where required.

About you:

• Strong leadership skills with the ability to inspire and motivate teams to achieve excellence.
• Excellent communication and interpersonal ability, with a customer-centric approach.
• Demonstrated problem-solving skills and the ability to handle escalated inquiries effectively.
• Legal skillset – understand and experience working within the requirements of ACCC, Fair Work Australia, and company Terms and Conditions.
• Business development focus
• Desire to be innovative and motivated to improve areas of concern.
• 3+ years experience in a similar role

What we can offer you:

• Work-life balance, 38 hours across 7:00 am – 9:00 pm
• A brand-new HQ with an onsite gym and Pilates studio.
• Daily breakfast when working onsite
• HQ Café opening soon.
• Opportunity to connect with your team and the wider ABI team through social events, team building activities and a collaborative working environment.
• Opportunity for progression in an office-based role.
• Market-leading parental leave policy.

If this sounds like your ideal role, we'd love to hear from you! Please apply with your resume and a cover letter.

About ABI Interiors:

ABI Interiors is a multi-award-winning Australian family business that was established in 2016 after recognising a gap in the market for high-quality, coloured architectural hardware.

Today, we pride ourselves on supplying a comprehensive range of interior fixtures and fittings that are of an exemplary standard. Our in-house Research and Development team uses cutting-edge technology to actualise simplicity, longevity, and durability as the foundation for our designs.

But our promise of quality extends beyond our product offering. We adopt a holistic approach, meaning we strive to uphold excellence across every touchpoint of the ABI Interiors experience. Guided by quality, trust, innovation, passion, and responsibility, our team all share the same belief and commitment that we can enrich lives by enriching spaces.