Lead Our Customer Service Team & Help Drive Business Growth

At Ruttley Services, we're not your typical trades company. We're a growing plumbing and electrical business focused on delivering exceptional customer service, professional systems, and a great experience for both our customers and our team.

As we continue to grow, we're looking for an organized, confident and people-focused leader to join our Chatswood office as our new Customer Support, Dispatch & Administration Manager.

This is a key leadership position within the business and an opportunity to take ownership of our customer service, administration and office support functions.

If you love leading people, improving systems, creating structure and delivering outstanding customer experiences, we'd love to hear from you.

About The Role

This role is responsible for leading and managing our office support team while ensuring our customers receive a consistently exceptional experience from their first phone call through to job completion.

You'll work closely with our General Manager, Service Managers and leadership team to drive customer satisfaction, improve office performance and create accountability across the administration and support function.

This role combines:

Team leadership
Customer service management
Dispatch management
Office administration
Process improvement
Compliance coordination
KPI management

No two days will be the same.

Your Key Responsibilities
Lead Our Customer Service Team

You'll manage our Customer Service Representatives (CSRs) and help ensure every customer interaction reflects the Ruttley Services standard.

Responsibilities include:

Managing daily team performance
Monitoring call quality and booking outcomes
Coaching and supporting team members
Improving booking conversion rates
Managing rosters and workflow
Supporting onboarding and training
Driving accountability and customer service standards

Lead Our Dispatch Service Team

A key part of this role is ensuring customers, technicians and office staff remain informed and connected throughout the day.

You will oversee the Dispatch Support Representatives and help ensure smooth communication between the field and office teams.

Responsibilities include:

Managing dispatch support staff and daily priorities
Ensuring customers are kept informed regarding technician arrival times
Supporting communication between technicians, customers and office staff
Ensuring job notes and customer updates are accurate
Managing schedule changes and customer rescheduling
Reducing customer complaints caused by poor communication
Supporting dispatch efficiency and job flow

Manage Customer Experience

You'll help protect and strengthen our reputation by ensuring every customer receives excellent service.

Responsibilities include:

Managing customer escalations and complaints
Improving communication processes
Supporting Google Review growth
Monitoring customer feedback
Identifying service gaps and opportunities
Working with marketing on customer feedback initiatives

Manage Outbound Customer Follow-Up

You'll oversee our outbound calling function, helping convert opportunities into booked work.

Responsibilities include:

Managing quote follow-up processes
Customer reactivation campaigns
Monitoring conversion performance
Tracking outbound activity and results
Producing performance reporting

Oversee Office Administration

You'll help ensure our office operates efficiently and professionally through strong systems and processes.

Responsibilities include:

Managing administration workflows
Maintaining procedures and documentation
Coordinating internal administration functions
Ensuring key tasks are completed accurately and on time

Compliance & Business Administration

You'll help ensure important business compliance requirements are never missed.

Responsibilities include:

Managing insurance renewals and documentation
Maintaining licence and compliance registers
Coordinating contractor documentation
Tracking certification and renewal dates
Supporting business compliance processes

Improve Systems & Processes

We're looking for someone who enjoys building structure and improving how things are done.

Responsibilities include:

Maintaining and improving office procedures
Supporting CRMS processes
Creating and updating SOPs
Identifying inefficiencies and recommending improvements
Helping create a scalable and professional office environment

About You

We're looking for someone who:

Has previous experience leading an administration or customer service team
Is confident communicating with both customers and staff
Loves organization and creating structure
Has strong attention to detail
Enjoys problem solving and taking ownership
Is comfortable holding people accountable
Is proactive rather than reactive
Takes pride in delivering excellent customer service
Wants to contribute to a growing business

Highly Regarded

Experience managing customer service teams
Experience in trades, construction or service industries
Experience with ServiceTitan or similar CRM systems
Operations, administration or office management experience
Strong reporting and KPI management experience

Why Join Ruttley Services?
Make a Real Impact

This isn't a traditional office manager role.

You'll play a key part in helping shape the future growth of the business and improving the experience for both customers and staff.

Supportive Leadership Team

Work directly alongside experienced leaders who value initiative, accountability and continuous improvement.

Growing Business

Join a company with ambitious growth plans and genuine opportunities for future development.

Great Team Culture

We're building a workplace where people enjoy coming to work, support each other and take pride in what they do.

Location

Based in our Chatswood office with some flexibility commuting to our Wollongong office.

This role is ideal for someone living on Sydney's North Shore or nearby who is looking for a long-term leadership opportunity with a growing local business.

Ready to Apply?

If you're a confident people leader who enjoys customer service, administration, systems and helping teams succeed, we'd love to hear from you.

Apply now and tell us why you'd be a great fit for the Ruttley Services team.