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

Overview 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 Lead service delivery across phone, email, live chat and ticketing channels Manage escalations and resolve complex or high-risk customer issues Ensure service and sales KPIs are consistently met, including response times and satisfaction targets Optimise workflows and identify opportunities to improve efficiency and customer outcomes Manage, coach and develop a team of customer service consultants Identify trends, risks and opportunities to enhance customer experience Contribute to product development by elevating customer insights Ensure adherence to regulatory, compliance, and internal policies Provide reporting and insights on performance and operational metrics

About you Proven experience leading a Customer Service or Contact Centre team Background in sales-driven service environments or highly regulated industries Strong leadership skills with the ability to coach, influence and motivate Experience managing KPIs, workforce planning and operational performance Excellent communication skills, with the ability to handle complex customer issues A continuous improvement mindset with strong problem-solving capability 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.