Customer Service Manager

Better Place Australia; Cheltenham; On-site; AUD 45,000 - 75,000

Job description

Outstanding opportunity to join the growing customer service team in Better Place Australia's head office in Cheltenham.

Better Place Australia has a vision of “An Australia where all people experience positive relationships, truly value each other and live safer, more fulfilling lives”. Our purpose is “To empower people to become more resilient and experience improved wellbeing to better determine their futures”.

Our organisational values are at the forefront of all interactions with our employees, our clients and our stakeholders. We are:

• Creative
• Caring
• Welcoming
• Responsive
• Thriving

As a community focused ‘for-purpose’ organisation with an ever-growing range of psychological and community support services, Better Place Australia is taking a leadership role in the provision of high-quality, effective services for a wide range of community groups across Victoria.

This is an opportunity to join our expanding team of highly experienced and passionate people who want to make Australia a better place.

The Role

The Customer Service Manager leads the Customer Service Unit, overseeing site management, customer service, and administrative functions. This role ensures the smooth operation of non-clinical site activities, enabling the Leadership Team to focus on core responsibilities.

What you can expect to do in this role:

• Site Management – Ensure security, compliance, and maintenance across BPA locations, managing external suppliers and internal systems.
• Team Leadership – Supervise and develop the Client Service and Administration teams, fostering a high-performance culture.
• Customer Service – Oversee reception, telehealth support, client inquiries, and service pathways to ensure efficient, inclusive, and high-quality service.
• Compliance & Risk Management – Ensure adherence to OH&S standards, commercial lease agreements, and organisational policies.
• Process & Service Improvement – Drive efficiency, accuracy, and client satisfaction through continuous improvement initiatives.

What you will require:

• Extensive experience in customer service, ideally in both corporate and not-for-profit sectors.
• Strong leadership, team supervision, and mentoring skills.
• Excellent administrative and operational management abilities.
• High-level computer literacy (Microsoft Office) and experience with client management systems (e.g., Penelope).
• Strong interpersonal, communication, and problem-solving skills.
• High quality written and verbal communication skills.
• A good knowledge of site management, maintenance and Occupational Health and Safety procedures.

Employee Benefits

Better Place Australia is serious about being an employer of choice and to back that claim we offer:

• Generous above award salary rates.
• Salary packaging (which increases your take home pay).
• Additional paid annual leave (between Christmas and New Year).
• Twelve weeks paid parental leave.
• Up to 20 days family violence leave.
• Paid study leave and extensive professional development opportunities.

Further Information

This Full-Time (1.0 FTE) role is based at our Cheltenham site however other locations may be required from time to time.

Better Place Australia is a for-purpose organisation, providing services for all members of the community regardless of religion, age, gender, sexuality, lifestyle choice, cultural background, or economic circumstances. We offer a workplace culture reflective of a vibrant, learning organisation where our people are highly engaged in their work and committed to making a difference.

At BPA, we all have a shared responsibility for supporting a culture of inclusivity and diversity. Our organisation is committed to child safety, and we carry out police record, working with children and reference checks to ensure that we are recruiting the right people. Satisfactory completion of both a Working with Children Check and National Police Check clearance are mandatory for the preferred candidate.

Workplace Flexibility

Here at Better Place Australia we embrace flexible ways of working including work from home. We encourage you to talk to us about what flexibility might look like for you and your individual needs.

Whilst we appreciate the interest of all prospective candidates, please note that only short-listed applicants will be contacted.