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The Service Manager is responsible for managing ELP Movers’ removal service delivery function, including service planning, customer relationships, staff supervision, service standards and financial performance. The role oversees the coordination of removal and related services, establishes and monitors quality-control procedures, manages customer complaints and claims, and supervises the recruitment, training and performance of service personnel. Working with the business owner(s), the Service Manager manages service costs and implements improvements to support business growth across Victoria and Sydney.

Benefits

Task & responsibilities

Service delivery and operations

• Manage the delivery of residential, commercial and specialty removal services, ensuring agreed service scope, staffing, customer requirements and quality standards are met. 
• Review customer bookings and quotations to confirm service scope, property access, staffing, equipment and packing requirements, and coordinate service teams and resources to meet agreed commitments. 
• Monitor service delivery, resolve escalated service issues, and ensure packing, furniture assembly, rubbish removal and other agreed services meet customer requirements and company standards. 
• Develop and monitor procedures for packing, handling and protecting customers’ belongings, including requirements for documenting, reporting and investigating loss or damage.

Customer service and quality

• Act as the escalation point for customer enquiries, complaints, damage and insurance claims; investigate issues and negotiate resolutions within delegated financial authority, referring matters to insurers or business owners where required.
• Develop, implement and review service delivery policies, service standards, job checklists, customer communication procedures and quality-control measures; monitor compliance through job audits and customer feedback.
• Monitor online reviews and satisfaction data, identify recurring service failures, and implement corrective actions.

Staff management

• Manage and supervise removal service teams and relevant administrative staff, including rostering, leave, staffing levels and peak-period service capacity. 
• Recruit and induct operational staff, identify training needs, and implement training and development plans covering service standards, manual handling, safe loading and customer interaction.
• Conduct performance reviews, address conduct or performance issues, and make recommendations on hiring, promotion and disciplinary matters.

Work health and safety, and compliance

• Implement and monitor WHS procedures, including manual handling, vehicle loading, incident reporting and hazard controls, in line with applicable Victorian and NSW legislation.
• Ensure service equipment is suitable and maintained, staff hold required licences and work rights, and service-related insurance and claims procedures are followed. 

Financial and business management

• Manage service delivery budgets within delegated authority, monitor job costs, labour utilisation and consumables, investigate cost variances, and report on service margins and operating performance to the business owner(s). 
• Establish and monitor service performance targets, including job completion, on-time performance, customer satisfaction, complaint resolution, damage rates and staff productivity; analyse results and recommend improvements to staffing, pricing and service processes.
• Assist in planning service expansion, supplier and partner relationships (e.g. moving-platform partners) and resource requirements for growth.

Qualification & experience

Qualifications

• Diploma or higher (or equivalent) in business, management, logistics, hospitality or a related field; or extensive relevant experience in service or operations management in lieu of formal qualifications.

Experience

• A minimum of 1-2 years’ experience in a management or supervisory role in a service-based operation, preferably in removals, logistics, transport, hospitality or retail services.
• Demonstrated experience supervising and rostering teams and managing customer complaints.

Skills and attributes

• Strong leadership, communication and conflict-resolution skills.
• Ability to plan and prioritise resources across multiple concurrent jobs and locations.
• Working knowledge of budgeting, job costing and performance reporting.
• Understanding of workplace health and safety obligations in a manual-handling environment.
• Proficiency in booking, scheduling and office software; current driver’s licence.
• Strong written and verbal English communication skills to supervise staff, manage customer complaints and prepare service reports.