What does the role involve?

The Senior Manager, Consumer reports to the Head of Consumer Inbound and has accountability for the leadership and management of customer services. This role is part of the senior management team for Customer Services and is responsible for the leadership, management, and development of teams of 10-12 Service Consultants and responsible for the delivery and resolution of customer and/or business enquiries.

There will be accountability for the contribution to the improvement plans to drive more meaningful customer experiences through the various channels, contributing and enabling customer prosperity. The role will lead and manage the team to achieve both quantifiable and qualitative measures including the reduction of complaints.

What are the key responsibilities?

• Coach, lead, develop and manage 10-12 teams of service consultants within the Customer Services Centre
• Contribute to and where required lead cross-functional programs of work inter and intra Customer Services; to drive service improvements that influence and increase customer satisfaction and decrease customer efforts
• Develop and manage internal communications as a Senior Manager and drive employee and customer experience, effort and satisfaction improvements
• Contribute in a meaningful way to the Heads of Channel strategies. Lead and manage key stakeholders to drive outcomes for our business, people and customers, manage and work through issues as required
• Lead, develop and manage a high performing culture and ready the business for its future success through the nurturing and investment in talent, development, and succession planning
• Leverage Key Performance Dashboards to drive performance improvements of the business and realise and exceed key targets and performance indicators
• Work collaboratively with key stakeholders to ensure planning requirements are scoped and delivered to the Head of Channel
• Demonstrated people management skills, including management of line managers, disciplinary discussions and performance management
• Monitor Key Trends within the Channel and Industry including wider customer, and other channel touchpoints to identify business opportunities
• Work Collaboratively across the Customer Services Leadership team to fully enable a fully functional operating model that delivers to employees and customers in a profitable way

What are we looking for?

• Demonstrated management of large contact centre environment
• Experience engaging contact centre support functions at a senior level
• Extensive experience of the contact centre industry and environment

We believe investing in our people is good for business.

That's why we have a dedicated career coaching team for our employees. And we know that your life outside of work matters. So we have a culture that promotes a genuine work/life balance. ​

Together, our differences make us stronger.

We're all ages, genders and abilities, and we come from all walks of life. We're you. As one of Australia's largest employers - with 35,000 employees and an extended workforce of more than 70,000 - we're laser focused on building a workforce that reflects the vibrant communities we serve. And we know an inclusive workforce is better for business too.

Learn more about how we're supporting inclusion at Australia Post at

If you require adjustments at any stage of the recruitment process, please reach out to the Talent Acquisition Diversity Team at

Australia Post welcomes applications from Aboriginal and/or Torres Strait Islanders. Learn more about our commitment to Reconciliation in short video.

Ready to join the transformation of Australia Post? ​